Do You Really Want to Understand Your Customers?

brand-as-business bit:  Much has already been said about the letter that JC Penney‘s CEO Ron Johnson recently sent to customers (see below), but I wanted to shine a spotlight on the closing line where he asks for feedback.  See my latest OPEN Forum column  on why I think this was only a goodwill gesture, not a concerted effort to truly understand his customers.

JC Penney, social media, consumer research, Ron Johnson, listening, OPEN Forum