Correct. The shift in shopping patterns to online from brick and mortar is all about three things:
1. Price.
2. Convenience.
3. Service.
When brick and mortar stores figure out how to compete with Amazon they'll start winning sales again.
One thing I have noticed is that the small(er) mom & pop outlets are doing pretty well these days. They do it through Convenience and Service.
Nothing beats personalized service to start with (a big feature of Amazon's online experience) and convenience. The small mom & pop stores are listening to their customers and adopting much of Amazon's experience and convenience model. Anytime I walk into a store and can purchase something right off the shelf that meets my needs and a price I like and don't have to stand in line to pay, I mentally note that store as being repeatable (meaning I'll go there and buy again.)
In the case I'm talking about, I had what I needed in my hands and before I knew it I had one of the owners standing next to me ready to accept payment via their iPad and a credit card reader. The entire transaction took less than 20 seconds and I was out the door.
Stores that want to fix their shopping experience need to pay attention to how Amazon does it online. Add in the Personal (human) experience that shows a purchase is having an impact on someone's life/livelihood and customers can be won.
Even Walmart and DIY box stores have adopted parts of Amazon approach, though the lack of depth in the back office IT does compare.
Many offer the web purchase with store pick-up. That service seems to vary according to store manager whims. If there is a pick up zone, all’s well, if the store doen’t make the pick in time the customer loses the advantage.
Lowe’s web site includes bay and aisle location to speed up locating items quickly, however each store varies as to accuracy of inventory feedback to data bases, so often the items are not there or returned to wrong position, or no longer in stock, small parts are the most affected.
IIRC, Walmart web also has third party sources for some items.
All in all, Amazons competitors are finding that that backend support has developed and constantly refined has greater cost than the competitors imagined, costs that troubled stores can’t afford. They’re playing Little League ball against World Series Champs.
“..In the case I’m talking about, I had what I needed in my hands and before I knew it I had one of the owners standing next to me ready to accept payment via their iPad and a credit card reader. The entire transaction took less than 20 seconds and I was out the door....”
smart business owner. He’ll win great story thanks