Excellent retail experiences are hard to find, yet we expect customers to pay more for in-store purchases?
I hear calls for exceptional retail experiences as a way to stem the tide of declining physical store sales. On its face this makes sense but then I ask myself, how will retailers that cannot execute on customer basics provide such experiences? A tour of local stores will show the issues quite clearly. Dirty and messy sales floors, broken fixtures, empty shelves, sloppy or uninformed associates, and long checkout lines are all symptoms of a larger problem.