Comments on: What Barnes & Noble could have said

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By: Richard Williams

Richard Williams — Tue, 16 Oct 2007 20:43:20 +0000

I like both Borders and B&N. Both have coffee shops and benches and chairs.

Borders seems to have a better selection and be better organized so I go there more often. They also have far better bargain books set ups.

The problem with both of them is they are substantially more expensive than buying books at amazon. Amazon almost always has a discount, usually 20 to 50%. B&N and Borders absolutely never discounts from list price except best sellers and clearance items.

B&N’s web site will never compete price wise with their own stores, and they will never catch up to amazon in breadth and features. Therefore, they will never be a competitive web presence.

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By: pepelicious

pepelicious — Mon, 08 Oct 2007 18:33:35 +0000

Border’s strategy has gotten me hooked on going there instead of ordering from Amazon for all but the most hard to find books.

It’s really easy to find a location, search that location’s inventory, then have the book held for me to pick up later. At least a couple times a month it seems that I get sent a 30% off coupon from Borders emailed to me for being a member of their (free) rewards program.

With this combination I can:

- Get a book ‘now’ instead of waiting for it to be shipped

- Not have to pay shipping

- Get a 30% discount at least twice a month

Sorry for the shameless plug but it’s nice to see a brick and mortar chain go the extra mile for their customers.

By: Shannon

Shannon — Mon, 08 Oct 2007 12:43:35 +0000

“Online visitors can views webcasts of readings at member stores”
That’s the sort of differentiator I would’ve highlighted. Like a previous commenter, I never think to go to BN.com, but I do visit their physical locations. Having a website tied to my local location would be useful; competing in areas like ’see inside’ is not. I also don’t find it useful to have given so much space over to the scrolling marquee of weekly picks–if ever there were a need for personalization, that’s it. Amazon.com beats them hand down there.

By: Mario

Mario — Thu, 04 Oct 2007 11:08:27 +0000

“We wanted our site to have more motion, more content and more interactivity, and to have more of a sense of community” (than Amazon?)

Why not:

“We wanted our site to have less motion, less content and less interactivity, and to have less of a sense of community (than Amazon)”

By: Tom

Tom — Thu, 04 Oct 2007 07:27:41 +0000

So well said. I couldn’t agree more. I think this problem, this disconnect, is a major issue for many companies out there, and it goes beyond web design to graphic design.

The onus is on us, as designers, to communicate just how much value design can add to a business.

By: Britt Rayboud

Britt Rayboud — Wed, 03 Oct 2007 21:36:28 +0000

I’ve never understood why B&N.com failed to include “in-store” pickup or inventory search of your local store. In spite of the free shipping, wouldn’t it be helpful to know that a quick trip to the physical B&N was worth your time if you’re looking for a particular book? My background isn’t in systems or coding, so maybe it’s logistically impossible, but it would still be nice.

By: Josh

Josh — Wed, 03 Oct 2007 15:18:31 +0000

Agreed, Dennis. One thing that separates Barnes & Noble from Amazon is that Amazon’s interface is built to buy *anything*. It has to support people doing a whole raft of different activities: from researching digital cameras to looking shopping for Hanes underwear.

This is actually an opportunity for a site to focus even better on the specific activity of buying books.

The question becomes: what book-specific activities could B&N support that could really separate them?

By: Dennis Eusebio

Dennis Eusebio — Wed, 03 Oct 2007 15:10:14 +0000

While I do agree that scrolling book & media marquee is sort of pointless, they do have to find a way to differentiate themselves from amazon. Amazon does not have the greatest design so that is one point to capitalize on - albeit a weak one.

I really think they should’ve taken the opportunity to introduce more innovations into the market. Amazon is not the be all end all online bookstore. There’s got to be more room for innovative features that make the shopping experience easier.

By: Josh

Josh — Wed, 03 Oct 2007 15:01:28 +0000

Fred, do you choose your book store based on the loveliness of their web site?

Probably not, which is why I think B&N really needs to work on their message…they need to communicate what their value is, why people should shop there and why shopping there (and in the stores) is a great experience.

Right now “loveliness” just won’t cut it. That’s not even in the Top 10 criteria for choosing a bookstore.