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    Nothing is more fun than swapping horror stories about bad (or good, or weird) customer experiences you’ve had. And TotalCX is a place where you can do just that. However, it isn’t just a place for stories—it’s also a place to figure out how the customer experience should have been…what exactly went wrong…how to best improve it…and what lessons can we learn from it.

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10/19/2012

CX Audit: My Sears Community’s Facelift

By Patty Seybold

Invitation-to-the-New-MySears-CommunityHow do you evolve your customer-facing e-commerce and customer service site(s) and your online customer-community in synch with one another? That’s the question that must be facing Sears’ management as they brace themselves for another brutally competitive holiday retail season. We don’t know how Sears has organized its staffing and reporting structure to support its various web properties, but, based on Ronni Marshak’s customer experience audit of Sears’ newly updated online community site(s), Sears to have a fragmented, rather than a unified approach to content, commerce, and community.

MySears Community Gets a Facelift
Community and Commerce Are Still Too Separate!
By Ronni T. Marshak, Executive VP and Senior Consultant, Patricia Seybold Group, October 18, 2012

Posted at 11:52 AM in Customer Communities, Customer Experience, Customer Service, Ebusiness |

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