JCPenney focused on customer service

JCPenney has navigated a turnaround that included reintroducing old brands and departments, remodeling stores, and winning back shoppers with promotions and apologies. Now the company is tackling another key issue: customer service.

The retailer hosted more than 1,000 store managers in Dallas this week for an annual staff meeting, and management's message was to make the customer experience better to counter a falling Net Promoter Score that measures customer satisfaction.

"We want you to stop doing things that don't focus on the customer," said Joe McFarland, exec-VP of stores. Story