How Books-A-Million is Enhancing its Customer Experience

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How Books-A-Million is Enhancing its Customer Experience


Books-A-Million is the second largest chain of bookstores in the U.S. The retailer got its start in 1917 as a magazine stand and now operates over 250 stores in 32 states as well as online.

To keep up with growth, Books-A-Million has selected Aptos, Inc.'s Aptos CRM solution to provide a 360-degree omnichannel view of each customer to enhance the overall customer experience and inspire brand loyalty and sales. 

By leveraging the solution, Books-A-Million will be able to identify, segment, engage, motivate and reward each customer by creating personalized, consistent customer experiences across channels. The platform will help the retailer continue to grow its existing loyalty programs while driving additional value for its customers.

“Books-A-Million serves a wide variety of customers,” said Scott Kappler, CMO at Books-A-Million, Inc. “Our investment in Aptos CRM will support our commitment to offering value and differentiated experiences to this diverse customer base with promotions and product offerings that appeal to customers’ specific interests and needs. We see tremendous synergy between our customer philosophy and Aptos’ commitment to ‘engaging customers differently.’”