February 04, 2018
The woman who waited on Kristin gave Kristin something online by design can't. A feeling.
Many pundits say shoppers have changed.
The shopper hasn't changed. They still want to feel better when they meet someone in a store; they still want someone to help them; they still want to feel their money allowed them to experience a place where people took care of them and respected their time and money...
Not an experience where someone tried to get rid of them with minimum service levels.
But if that is all your store can deliver, those same shoppers are just as willing to stay home and order online, to not reward bad service, to not settle for crap product bought so it could meet a price point, to not feel worse for having gone to the effort to go to the store.
And then you close your doors and blame Amazon instead of your inability to deal with your struggling, jaded retail sales team.