Employees were all around, focused on tidying shelves and restocking. But they weren’t talking with people, answering questions or helping close the sale.
Everywhere I looked, there were customers browsing the deals. In their hands they held smartphones tightly, checking prices from the competition and finding other deals as they strolled.
Getting people in-store is just half the battle for brick and mortar retailers.
The advantage that physical retailers have is the opportunity to interact with a customer and reinforce a human relationship with the store. When it’s clear that you’re in nothing more than a glorified warehouse, it’s easy to price shop and order for delivery or pickup at a time that’s more convenient for you.
photo credit: postaletrice For All Your Grocery and Hardware Needs: Maison Laurent! (1905) via photopin (license)
