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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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  1. Bill Gammell February 26, 2008 at 5:48 pm #

    It may go without saying, but people incite passion better than technology ever could. If your employees are passionate and personally interact with customers, their passion rubs off. That is why even a smile or saying “thank you” can go along way.

  2. Jeremy York February 27, 2008 at 12:39 pm #

    I was searching for some ideas to incorporate into my Real Estate business. It isn’t my company, but all Realtors are independent contractors that are in competition with each other. I was curious to see if any one had any ideas about getting my name out into the community more, or ways for people to remember my name. I am not offiliated with one of the big companies, so that is a challenge also, but small town service is what we offer. Thanks!

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