Sears Hometown and Outlet Stores and Yext Win Retail TouchPoints’ Customer Engagement Award For Online Review Innovation

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Sears Hometown and Outlet Stores and Yext today announced that they have won a Customer Engagement Award from Retail TouchPoints for their innovative online reviews program. Retail TouchPoints’ award recognizes retailers who are leading the pack in implementing new and creative customer engagement strategies to deliver on the promise of customer-centricity.

The custom program integrates Yext’s online review monitoring technology with SHOS’ “Say Yes” initiative, created to do whatever it takes to fix customer problems and issues. This first-of-its-kind program allows SHOS to better track and respond to online reviews, which retailers often miss or ignore, to build stronger relationships with customers.

“Unlike most retailers who silo online reviews into a separate social category, we chose to make online reviews a key part of our customer service strategy,” notes David Buckley, CMO of Sears Hometown & Outlet Stores. “We are excited that the industry is recognizing our progressive approach to customer service, leveraging technology to improve engagement with customers at the local level.”

“At Yext we love working with innovative partners like SHOS who are committed to building long-term relationships” said Wendi Sturgis, Yext EVP Sales & Services. “The combination of our review monitoring technology with their ‘Say Yes’ initiative allows SHOS to do what matters most: create great experiences for customers.”

Read the full press release here.

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