JC Penney And Sears Case Study

792 Words2 Pages

The retail stores of JC Penney and Sears have face headlines of “Which is Worst: JCP or Sears?” The end maybe near for both companies (Andersen2014). The customers look at the employees like their idiots. The public believes that poor management is the reason for the down fall of these companies. Eddie Lambert and Ron Johnson are the CEO’s of being credited to running these companies with wrong management strategies (Andersen 2014). Ron Johnson who is now the former CEO was highly qualified with his retail instincts tried to run the store like a retail boutique. He never took the time to consult a survey on what the consumer’s thought were and after two years he jeopardized the company (Andersen 2014). Whereas the CEO Eddie Lambert of Sears …show more content…

Step 2: Analyze the Problem The CEO and other board members of both companies need to discuss what roles they need to take on to gather information to bring more clients to the store as well as shopping on line. There are no signs to where customers can tell what department they are in. The employees need to be present and in uniform with a name badge so the customers know who they are addressing as well as maybe give a compliment.
Step 3: Determine the Criteria for Judging Solutions Judging criteria would be having the customers fill out surveys, they have them all the time, but the customer will get a reward for filling it out regardless. Some companies have you fill out surveys and you are entered into a sweepstakes contest. So customers might not fill out the survey because what is the point if they feel unlucky. The customers opinions are the voices that will help make a positive impact these stores defaults.
Step 4: Identify Alternate …show more content…

We would meet at one of our stores and discuss all the customer service complaints and compliments. All of the representatives would get a chance to discuss what issues they have at their particular store and what they feel would help the situations. As a group we would all try to come up with a solution for some of the problems together. Like making sure there are signs that the customer can see, so they know what departments they are in. Making sure that employees arrive on time to their store so they can walk around and get familiar with what the store sells. Before the sales associate leaves making sure they put away any items that don’t belong to make the store more organized, also another way to have the employee to become familiar with their

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