I'd posted the story above on another thread in the last few weeks. We have the millenial's to thank for the revolution that's happening in the brick and mortar retail experience.
That is the ONE THING they get right, IMO. They demand good customer service and will go where ever that is and will sacrifice price for service almost every time.
I live @ 30 miles Southwest of Chicago in Will County, IL and have noticed so many of the small mom and pop retail and food service places going the mobile pay route (Apple Pay, Samsung Pay, mobile credit card readers, etc..) and virtually eliminating check-out registers. Personally I think it's a really smart move.
Brick and Mortar stores are dying for those who cannot make the transition. Big stores like Sears, JC Penny and others will cease to exist because they're too big, too stodgy and too slow to make the transition.
Wal-Mart by me is starting to make the transition, as is the local Best-Buy which directly competes with Amazon on price now. Simply show the Amazon price at the register and the cashier adjusts the price right there on the spot, no waiting, no manager, no approvals, etc..
For those paying attention to what's really going on on-line and in the brick and mortar stores it's really interesting to watch.
at my company we have a small parts depart. The gal that takes the orders does so over the phone. Charming woman who our retired customers love to chat with for 10-15 minutes. She handwrites the order on a sheet of paper, at end of day the sheets are stacked in a outbox for stockroom supervisor to pick up next morning after his 9:30am break. Parts ship 3-5 days after the phone call. Usually ship UPS ground so parts arrive at customers doorstep between 15-21 days after initial phone phone call.
If customer specifically asks for a package tracking number, he gets it a day or so after part ships. gal hand types in the tracking number and then emails to customer ( after she finds hand written sheet with customer email written on it ) She hand types customer email address in her email system.
Needless to say - our parts business is down to 5% of its 2010 levels.
No one in our organization seems to fathom why, yet they all shop online.