Barnes and Noble 2000 Annual Report Download - page 8

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BUILDING A CUSTOMER NETWORK
W
“WE KNOW THAT MULTI-CHANNEL CUSTOMERS SPEND MORE, and we see these integration
initiatives as key to increasing sales in both our retail and online channels. Our Internet Service Counters leverage
the real strength of the Barnes & Noble network — tens of millions of affluent, educated consumers who are the most
desirable retail demographic group in America. We believe this is the most extensive and comprehensive deployment
of technology in the clicks-and-mortar age.
Customers want, and increasingly expect, a seamless, integrated shopping experience. They want choice, convenience
and control. They want the option to visit a store or shop online. They want instant gratification and virtually immediate
delivery of products to the destination of their choice. And technology has enabled customers to get what they want.
It has also enabled savvy retailers to deliver it. We at Barnes & Noble will continue to lead the industry in building
a clicks-and-mortar network capable of delivering any entertainment, education and information product to our customers
in whatever format and through whatever medium they choose. . .and at a faster clip than any of our competitors.”
Leonard Riggio
Chairman & Chief Executive Officer
Barnes & Noble, Inc.