I don't work for and have never worked for Sears Holdings, but I have been a customer many times. I think there is a lot wrong with Kmart and a lot of disadvantages they have over competitors, but they do have some advantages that are being squandered. The rewards program is actually pretty good and gives lots of incentives to visit the stores more often and look at departments that one might not normally even walk through, but they should issue cards the same as CVS, Rite Aid, do so that people can simply scan them at checkout. They also need new computers that can run the program easier. Kmart shoppers are VERY loyal, can you imagine how well Kmart would do if they updated the stores, and made use of the rewards program easier. There are many customers with attachment to the brand and the legacy of Sebastian Kresge who would love to see Kmart thrive and it is frustrating for us to see great employees being forced to use outdated computers.
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Unfortunately, OP, you're preaching to the choir. Employees of both Kmart and Sears know this. The problem it, the people at and near the top who make these decisions just don't care. Just like they don't care to even have tv ads anymore... Not even for Black Friday. (How do they expect people to show up if they don't bother to remind them that these stores exist?) They cut stupid corners, in favor of their own personal bottom line that will ultimately destroy the actual bottom line they should be worried about. They make our lives harder, yet expect us to performer well, and better than ever somehow with less resources, time, and hands, then we have to take the brunt of customer frustration, not them.
The SYW program is indeed a fantastic program for customers, however the problem is they give to many free points at times. I seen customers go in and just pay it all with points or pay the majority with points and and a small part out of pocket.
I think a reason a lot of loyal customers come in is because they keep getting free points. It is good to point out the majority of the customers are old school, why not invest and reissue keychains. Some customers still have it and love it of the few remaining ones.
Also OP as you mentioned it would be nice if they invest in the actual store, but they don't. I know when my Kmart was still opened indeed there were hardcore customers. They wouldn't shop at Walmart (and it was like a block away of each other and also to mention usually Walmart always had the better prices). The registers won't change they will stay ancient also less work force in the field. In my store it seems the mall cash register is close permanently on weekdays no one is their anymore. Its getting harder for customers to just check out and leave all its doing is pissing them off (and I seen it).
Yep they should re-issue the cards. If nothing else, having a physical card in their wallet will remind people who haven't been to Kmart in a while when they see the card. They might see it and think they should check out their account and see if they have any points and check out the store.
"Surely the computers can't be outdated at every single Kmart store and it's not like every register is open at once for most of the year so couldn't they at least buy one new computer for each store so there is at least one register in each store that will run smoothly?"
No, this pretty much is all the Kmarts in the country.
i also think that the SYW program would work better if they re-issued the cards, this is a much better experience than having to put in a phone number. i sill have my big card and it scans ok, but my keychain card is too faded to work. at cvs when your card gets too faded to work, they will give you a new card at the register and transfer your credits to the new card / rewards number. but syw does not issue new cards.
Surely the computers can't be outdated at every single Kmart store and it's not like every register is open at once for most of the year so couldn't they at least buy one new computer for each store so there is at least one register in each store that will run smoothly?