Look How J.C. Penney is Responding to Comments On its Apology Video
You've seen the public apology video. But, the better story is how J.C. Penney is engaging with customers commenting on the mea culpa. It seems the company has clearly learned a valuable lesson: Listen to your customers. The company is letting commenters know their feedback is being passed on to internal teams such as the buying department. Two days after the video was posted it had attracted about 200,000 views and nearly 900 comments. J.C. Penney was commenting about 30 times an hour, mostly in reply to other comments - both positive and negative.