Designing a Personalized In-Store Experience: How Barnes & Noble’s Customer-Centric Focus Guided Its Loyalty Program Revamp

<p>Mark Johnson, CEO of Loyalty360, spoke with Shannon DeVito, Senior Director of Book Strategy and Customer Experience at Barnes &amp; Noble, about the brand’s shift in focus after going private, the newly revamped loyalty program, and the value of providing a personalized customer experience. </p>