JCPenney 2014 Annual Report Download - page 8

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CUSTOMER
LOYALTY
BUILDING CUSTOMER LOYALTY
The Warrior Spirit is a grass roots eort to define the Company’s culture from the bottom up. It’s an associate-driven
movement representing associates from all levels of the Company who have a true passion for JCPenney.
Warriors are entrusted with making decisions that positively influence the business, from delivering excellent
customer service in stores, to creating Company-wide programs designed to stimulate sales. One example was the
decision to have JCPenney stores open at 5 p.m. on Thanksgiving Day in 2014. By opening one hour earlier than
most of our competitors, Black Friday trac and sales improved over 2013. In fact, customer service scores were
also up that weekend with a 5% increase in overall satisfaction and associate friendliness – a clear sign that JCPenney
associates are making an impact.
Warriors are entrusted with making decisions
that positively influence the business, from delivering
excellent customer service in stores, to creating
Company-wide programs designed to stimulate sales.
WARRIOR SPIRIT
CUSTOMER LOYALTY | Warrior Spirit