Superior CX may not be enough to save the bookselling giant— Barnes & Noble’s revenue has consistently declined for over a decade. (Picture: New York Times)

Long before COVID-19 forced many retailers to shut down, we saw Blockbuster lose its years-long battle against Netflix when it filed for bankruptcy in 2010.

“Innovate or die” is quickly becoming the theme of the 21st century for brick-and-mortar retail. What will be Barnes & Noble’s fate?

“Innovate or die” is the 21st century’s message to brick-and-mortar retailers.

Barnes & Noble’s customer experience is unmatched by Amazon. Here are three reasons why:

#1: Recommendation Engines Can’t Beat the Experience of In-Person Book Discovery

According to McKinsey & Co, 35% of Amazon’s sales come from its product recommendation algorithms. …

Galen Lewis

CS + Psych @ Harvard | Student-Founder | I write about startups, tech, and UX.

Get the Medium app

A button that says 'Download on the App Store', and if clicked it will lead you to the iOS App store
A button that says 'Get it on, Google Play', and if clicked it will lead you to the Google Play store