Phil Rubin

RSR Research: The 'P' Ron Johnson Forgot

February 21, 2012

FROM RETAILWIRE:
In revealing his "fair and square pricing" program to the world, Apple's former retail chief Ron Johnson presented J.C. Penney's (JCP) future in the context of six P's: Price, Promotion, Personality, Product, Presentation and Place. But he forgot one P in his presentation — People. Will Penney's associate staff have to be transformed to successfully drive the chain's makeover?      [more...]

Nikki is right on to raise this question. Retail is about a customer experience and people are generally integral to that experience. Great merchandising alone can be very powerful -- the right goods presented the right way and at the right time/price -- but there is so much more in a department store like JCP that it's going to take the right staffing for long-term success.

Judging from the typically low bar in department stores (exceptions like Nordstrom duly noted), this is going to be harder to fix than the brand and everyday promotional strategy.