Quote:
Originally Posted by Pajamaman
O.M.G.
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More common than most people realize.
Good IT takes time and money and most non-tech businesses see IT as a cost center. And when companies are financially stressed IT is one of the first things to get whittled to the bone.
Notice how getting the store cash registers was hit first and BN.COM and Nook are still having "issues" into day six. It's triage. They addressed their big cash flow source first which is sensible.
Not emailing customers by sunday and telling then the systems were down, being worked on, and that nothing would be lost (even if not totally true), that wasn't anywhere near sensible.
This was a case of any news being better than no news, a time for transparency or even reassuring lies. Not silence.
At this point B&N's only asset with consumers is their brand. And they failed to protect it. Even if no books are lost, people didn't know they wouldn't and as the comments at Nate's site show people are really scared and affaid of losing their books.
Major brand damage to a business under stress from all sides, especially the pandemic.
Seriously ungood.