Monthly Archives: April 2013

JC Penney CX flop

JCPenney’s CEO Ron Johnson was recently ousted after 17 months on the job. He had tried to overhaul the struggling retailer’s CX by simplifying pricing, replacing cashiers with roving check-out staff, introducing designer and upscale products, and changing the name … Continue reading

Posted in Customer behavior, Customer service, Marketing, Pricing | 2 Comments

Simple innovations that haven’t made the rounds

How often do you see a clever innovation and think, “Brilliant! Why didn’t someone figure that out sooner?!”? Today, I’m going to talk about some clever innovations that someone has thought of, but that – for reasons unknown to me – … Continue reading

Posted in Product design, Usability | 3 Comments