Barnes & Noble Sets Itself Free
nytimes.com
Barnes & Noble Sets Itself Free
Nordstrom, for example, is famed for its customer service. In one iconic story, a customer brings a set of tires to the store to return even though Nordstrom sells clothes, not tires. The store accepts the tires anyway and fully refunds the customer. In another tale, a clerk who can’t find the right pair of shoes at any nearby Nordstrom store recom... See more
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But Daunt used the pandemic as an opportunity to “weed out the rubbish” in the stores. He asked employees in the outlets to take every book off the shelf, and re-evaluate whether it should stay. Every section of the store needed to be refreshed and made appealing.