Three Lessons You Can Learn from Ron Johnson’s Failure at JC Penney
(I am pleased to have as guest author for this article Bob Thompson. Bob is founder and editor-in-chief of CustomerThink.com. He is also an authority and thought leader in customer experience. Most recently Bob published a booked entitled Hooked On Customers, which centers on the habits of leading customer-centric firms.) Several years ago, my first visit to an Apple store was to buy an iPod for my son. Amazing experience. The store had a clean and open design, and the staff was really helpful. When I was ready to buy, I realized something was missing. Instead of a row of…
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