J.C. Penney Lesson No. 1: Know Your C...

J.C. Penney Lesson No. 1: Know Your Customer

There are 4 comments on the Chain Store Age story from Apr 23, 2013, titled J.C. Penney Lesson No. 1: Know Your Customer. In it, Chain Store Age reports that:

Ron Johnson's highly publicized short tenure at J.C. Penney, or JCP, as it was rebranded, will certainly make it into the textbooks and graduate theses on what to do and what not to do when undertaking a significant retail business transformation.

Join the discussion below, or Read more at Chain Store Age.

You mean like this

Hampton, VA

#1 Apr 23, 2013
Well JCP has removed the Ron videos where he explains doing away with choice, choice is bad, consumers were confused, too bad, because it tells you how functionally insane he was.

I love this one, things are going great, you know, the Titanic is a lovely midnight cruise, good food, music followed by an invigorating swim and your name in the paper.

Late summer of last year:


Sure is a lot of merchandise displayed, not. I see why they needed the cashiers to perform double duty, not for customer service but to restock the shelf when the single item was picked up.
You mean like this

Hampton, VA

#2 Apr 24, 2013
Here you go, that cashier is really a restocker, check out what he is doing when the consumer walks up, this should be fun at Christmas, trying to restock, having customers run to you, trying to check people out, they get hung up on something, but you are in a not in a queue feeding multi cashiers, you have committed to a queue feeding this one iPod guy, lovely.. You betcha, Ron reinvented retail for the worst.


No first in, first served at JCP via of line queues, no, you have to track them down on your own, interrupt that "consumer service" iPod toter for a clumsily scan, love seeing her hold her 2 items, the shuffle. See one of these clowns across the floor, better run before someone gets to him first for checkout or worst someone runs them to the backroom to replace the few items they stack out.

It is truly a shame JCP is taking these videos down, you see what the vision was, running the store on a skelton crew, the customer pays the price, it wasn't for better service. I see how he plan to double profits per sq foot, reduce the cost of staff.

I have never seen such a collection of bad ideas as this whole vision.

This reminds me of Windows 8. In ordered to force a mobile OS onto your consumer base you boot a desktop into it. You change the desktop apps to favor touch via of ribbon bars replacing drop down menus and clueless hidden swipes.

You now have a device that isn't a good mobile device, basically a phone interface duct taped onto a desktop system that is now clumpy, awkward to use.

McGregory makes a power boat/sailboat like this. It does function as both, but either very well as the hulls need to be of two different types for optimal performance.
kim hinton

Saint Paul, MN

#3 Apr 24, 2013
unbelievable service with new I pad as long as jcp has them I will never shop there . dont see what they are ringing , three mistakes then it stopped working a complete nite mare
A Nony Mouse

Lexington, MA

#4 Apr 24, 2013
Sorry you had such an aweful experience, Kim. Personally speaking, I call out the price to the customer as I 'm ringing & show them the screen before swiping the card. I, like jcptm & Jyvette have also found that rebooting & charging the ipod often seems to lessen the chance of it freezing. HOWEVER, I have also noticed that my store hasn't taken out any more registers lately.:)

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