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Get into the community

Are your best people stuck in your store? Or are they out there in the community, making friends and building goodwill?

Barnes and Noble has a huge advantage over Amazon in one way – real people in the community.  Each store has a "community relations manager" whose job is to get out there and connect. They will host a book event for you, come to your events and sell books, let you have your community group meet in the store, and handle all sorts of wacky requests.  They make a lot of friends.

The lesson:  How can you turn your employees into ambassadors?

Kathy Kaysen from Barnes & Noble in Minneapolis talks with me about it:


Thanks, Kathy!

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