06-28-2012 12:09 PM - edited 06-28-2012 12:10 PM
Here's a sad example - Nook's daily find on 6/28. The single review for "Rip Tide" gives 4 stars and reads, "Can't write a review because my order was delayed then cancelled - without any notification of the cancellation. Gave it 4 stars anyway since I've liked the previous books in this series."
That's useful. I would have thought that B&N might at least look at the description of the book they are promoting today. That review has been in place since September 2011.
This is just one of several types of examples suggesting that B&N isn't paying too much attention to its customers' experience. The list is more extensive than I can really understand - reviews that drive us to look elsewhere; an Ask B&N forum that B&N doesn't get around to participating in particularly promptly; pricing that sometimes seems out of whack, and that employees incorrectly describe as being driven solely by publishers. It gets ever harder to keep loyal customers when such conditions persist.
I suggest that it is worth the effort to either address these types of customer experience issues, or manage our expectations better.
on 07-03-2012 10:24 AM
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