Case Study: Barnes & Noble College achieves better student customer experience with Vision Critical

How Barnes & Noble College tailors its customer experience to young, digital-savvy buyers

Barnes & Noble College, which serves more than 6.5 million students and faculty across 770 post-secondary schools, wanted to better engage digital-savvy students and improve the customer experience. Working with Vision Critical, the company used its College Student POV insight community to gather ongoing feedback and better understand student needs, especially during the textbook buying process.

Vision Critical helped Barnes & Noble College turn that feedback into action, including the launch of VIP Shopping Nights for first-year students. The events made textbook purchases easier, with attendees twice as likely to return to the bookstore, 69% saying the experience eased their transition to college, and overall customer satisfaction rising by 7.5%.

Barnes & Noble College

Marie Policastro

Director of Brand Partnerships and Market Research