Portrait of a Pioneer
A Customer-Centric Approach and Other Enduring Lessons Learned From the Old Sears Catalogs
Even items such as pianos and sewing machines were guaranteed for more than 20 years!
Lesson learned: Sears’ merchants selected products in which they had supreme confidence regarding quality and customer satisfaction.
• Lower price and higher quality guarantee: Sears not only sold its products for less, but also accepted returned goods at its own expense (including transportation charges) from any customer who later found a similar product elsewhere at a lower price or a higher-quality product at the same price.
- Companies:
- Sears Shop At Home
- Sears, Roebuck & Co.
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