As e-commerce sites such as Amazon and Wal-Mart grow in popularity, brick and mortar businesses are simply not keeping up. The main cause of this shift is the convenience and simplicity of shopping online versus in-store. If brick and mortar could somehow emulate the high level of customer service that online offers, they might be able to bridge the gap between e-commerce and in-store sales.
According to the “State of Retail 2017” report, brick and mortar stores lost $150 billion to online sales last year alone. The survey participants confirmed that they would shop 4.7% more in-store if the customer service were better. They seek the speed and level of personalization that the virtual marketplace offers, and hope that retail stores can learn to adapt and offer those benefits as well.