Any business has a myriad of ways to provide reliable support to their customers, and those that do often see better sales and more customer traffic. Whether it's a live answering service or simply better in-store help for shoppers, it is important that companies remember to keep satisfaction their top priority. This blog has spoken before about large businesses that succeed due to responsive service, but department store chain JCPenney has been working to improve its rather poor performance as of late, and is looking to implement different employee relations strategies to do so.
Enforcing friendly and substantial interactions between patrons and staff is something that can be overlooked, especially by larger corporations. However, it usually goes hand-in-hand with higher profits.
Business Insider recently posted a release detailing JCPenney's overall performance during the fourth quarter of 2012. The results were discouraging for the company, as both virtual and in-store sales dropped by significant amounts. Shops actually saw relatively more traffic, with sales declining only about 31 percent, as opposed to the 34 percent drop experienced on the website.
Ron Johnson, the company's CEO, is eager to fix this and has spoken about possible solutions. One eye-catching option has been his announcement to eliminate cashiers, replacing them with self-checkout terminals and an increased focus on mobile purchasing. Supposedly, the money saved from this could be used to address customer service concerns. Before his current role, Johnson worked for Apple, so it is likely he has the technological know-how to stage such an innovation. But that could be a gradual process, and JCPenney's drooping profits may require more immediate attention.
All of this reinforces the notion that customer service matters. Many of the concerns customers have of JCPenney could just as easily apply to other systems, like call center answering services. Investing in a strong and well-respected support team matters, and could have immediate results, be they good or bad.