Quote:
Originally Posted by DiapDealer
I think that's the core issue. All the "innovation" in the world won't win back those customers who no longer see a need to visit your physical location. Most of them didn't go away unsatisfied with the experience. They just went away.
|
In general, people change habits for a reason. B&N could have keep some of those customers at B&N if they had handled things differently. I would still be a B&N customer if they had a more extensive/robust ebook store. I use to go to B&N to find what new books were out. If I found a book I wanted, I would check to see if it was in the B&N ebook store. It rarely was. Then I would check the Amazon ebook store. It was usually there. Only if I couldn't find an ebook version did I buy the physical book. For a while, I kept going to B&N for the DVD's but then they cut back on those, so I started order those through Amazon.
If they had expanded and improved their ebook store, then they might have kept me as a customer. They could have had special orders for physical books, DVD's and cd's shipped directly to the customer with a quick turn around. There are a lot of things they could have done, but didn't.
Of course, once you lose a customer, it's very hard to win them back.