“ Many people credit Nook purchases to in-store customer service. Where do users get help with a Kindle? Seattle?”
My friend Brian paraphrasing Nook Evangelist Ted Patrick, who spoke at an event last night.
To answer his question: if your device sells because people see it in person, but your competitor is selling more and has a higher retention rate, logic dictates more and more people will be exposed to your competitor’s wares via happy customers.
Or you could stick with a brick and mortar bookstore sales person.
One of these strategies is sustainable.
Also, if the last decade has taught us anything it’s that when physical retail or media outlets mock digital service businesses the quotes generally aren’t remembered in a spirit faithful to the speaker’s intent.
Update: Amazon has a better answer for Patrick:
The company says that all four Kindles are going to be sold in 16,000 brick and mortar retail stores across the US including those owned by Walmart , Target, Sam’s Club, Office Depot, Best Buy, Staples and RadioShack.
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