Operational Excellence

Operational Excellence

Operational Excellence_1.14At Barnes & Noble, our promise to continue to be the leader in retail excellence is the backbone of our business, but our people are the force that makes it happen.

Our highly skilled and experienced employees provide a rich and rewarding experience for students, faculty and university administrators. We invest in them through the industry’s most comprehensive learning and development program to deliver operational excellence and maximize revenue opportunities.

For instance, to ensure your faculty and students receive exceptional service on a consistent basis, we created the WOW! Program, a three-step process for our employees to follow that goes above and beyond customer expectations at every point of contact. Welcome the customer, Open the conversation and Wrap up the sale. The program includes online learning modules as well as training, recognition and active solicitation of feedback through mystery shoppers, focus groups and student and faculty surveys.

As your campus retail partner, we’ve never been more poised to help you succeed. From trend-setting store concepts to award-winning e-commerce sites, Barnes & Noble’s dedication to operational excellence is demonstrated in everything we do. Let us put those assets to work for you.