The company wanted to involve students in the evolution of the company and improve the customer experience to suit digital natives.
College Student POV is an insight community of 10,000 students who provide ongoing feedback that impacts business objectives and new initiatives. The success of the community inspired the launch of Parent POV, an insight community of 5,000 parents.
Barnes & Noble College wanted to make a great first impression on freshmen students. Turning to College Student POV, the company asked them what could be improved. Feedback uncovered that students were often confused during the textbook buying period. As a solution, the company launched VIP Shopping Nights, which are fun, exclusive events where first-year students can work directly with staff to buy their textbooks. Students who attended were twice as likely to return to the bookstore and 69 percent said the events made their transition to college easier. VIP Shopping Nights boosted customer satisfaction by 7.5 percent.