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With customer service more and more becoming less common among a variety of companies, the world’s largest bookstore chain, Barnes & Noble, Inc. (NYSE: BKS), recently received top marks in its customer services from the J.D. Power and Associates.
B&N was recognized at the J.D. Power and Associates Customer Service Roundtable in Orlando, Florida as a 2012 Customer Service Champion – a distinction awarded to only 50 for the entire year.
Barnes & Noble is currently the world’s largest bookseller and a Fortune 500 company. Operating a total of 691 traditional bookstores across all 50 states as well as 641 college bookstores under its Barnes & Noble College Booksellers subsidiary, the company has survived and flourished while others in the book industry fell with the coming of the digital age and ebooks.
Through its online presence at BN.com, Barnes & Noble operates one of the internet’s largest e-commerce sites. While print books are available for purchase online, the success of the NOOK ereader tablets combined with more than two million ebook titles in its NOOK Bookstore have made a big impact on the company’s bottom line.
Clearly not lost in all of the success for the bookseller has been its focus on the customer. For B&N to have earned the spot on the J.D. Power list, the company was not only measured against others in its own industry, but also had to be a stand out among leading brands in across 20 major industries. The factors taken into account for the customer service award included People, Presentation, Process, Product, and Price. Barnes & Noble was noted for standing out in the product factor among the group of 50.
“Barnes & Noble is honored to receive this distinction from J.D. Power and be included in this elite group of U.S. companies,” said Dan Gilbert, Executive Vice President of Operations and Customer Service for Barnes & Noble. “We strive every day to perfect the customer service experience across our entire company, be it in our retail stores, online at BN.com, with our award-winning portfolio of NOOK® devices or through our customer service centers.”
“Our customers have come to expect great service from Barnes & Noble,” added Bob Weis, Vice President of Customer Service and Quality for Barnes & Noble. “While it’s nice to be recognized, we will continue to work hard to enhance our customer-focused service.”
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