My suggestions center around the web site and how it works. There doesn't seem to be much of anything here about that. Here are my suggestions and forgive me if some of these are "stolen" from Amazon. They didn't get huge by being bad.
1. Have a one click button next to content to add it to the wish list - No freakin drop down menu
2. When canceling subscriptions, ASK for the reason why. You might actually learn what your customers want/don't want that way (duh)
3. Provide another button by each items purchased for instant access to reporting problems with content and/or requesting refund.
4. Not sure if they have this, but a notify list of some sort that tells you when favorite authors are coming out with new books so you don't have to always be looking around for them
5. Perhaps some kind of subscription video service similar to Netflix or Amazon Prime
I honestly have very few complaints with the Nook itself (just that screen is very hard to keep clean). All my complaints/suggestions seem to center around the web site and customer service actually. Those are areas I would think B&N can really step up their game and do better than Amazon. Why not poll your Nook customer base and see what they have to say? It's not rocket science. I don't even ding them when I find books more expensive than Amazon. It isn't all books and I'm not sure it's even totally under their control but they DO control the way their web site works. I don't know about everyone else but the device itself isn't the only basis for me deciding what eRaeder to get. The whole eco system behind it is also very important. Amazon has some advantages there (immersion reading between book and Audible audio content, Amazon Prime) but that isn't to say that B&N can't give them a run for their money IF they have the desire. They just need to listen to their customers.
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