Hi Steve, I think it’s always good to be skeptical and cautious when considering technology replacing human customer service; however, there are times where it is appropriate. For instance, some surveys show that about 1/3 of people prefer self-service checkout lines. The key is to still staff them. Whatever systems you look at, I think it is important to make sure there is a “human” backup for when it fails to address the customer’s needs.

Completely agree Trish! Online retailers are making it so easy now — free or cheap shipping, no-hassle returns. What advantages do brick and mortar stores bring? The ability to touch/see the product and human interaction. If you get rid of the human part, then is the advantage really that great?

I think that’s definitely some worth considering. If the human interaction doesn’t matter to me as a shopper why should I bother getting dressed, getting in the car and driving to JCPenney when I can do it all from the comfort of my bed in my pajamas? I feel that most people that like to shop in brick and mortar stores want that human interaction on some level, even if it’s just to have someone give them a suggestion for a new shirt.

“Sometimes, I’d rather just zone out in line than do it myself.” I’m with you Brian. I don’t mind self checkout when I have a small number of items, but if I have a full cart or any kind of produce, forget it. I would much rather have a human help me.

I like using the automated checkout at the grocery store, but not all the time. If I’m tired and don’t want to be bothered with it, I’ll gladly wait in line for a long time to be helped by a human. Sometimes, I’d rather just zone out in line than do it myself.

I’m not sure their move is going to make me want to shop there more, or at all, but to be honest, I haven’t been in a JCP in a decade. I think they are just past their prime.

I think that brings up a good question Laura: what percent of JCPenney’s current revenues are from items that people do expect human help with? What will the impact be on their bottom line when that help is unavailable or barely available?

Good point Chase! Some companies are going in the opposite direction.

I have no problem with using technology to do what it’s good at, but I think that’s the catch: what technology can do and what it can do well are not always the same.