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Case study: Can retailers win back shoppers who browse then buy online?

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Re: Case study: Can retailers win back shoppers who browse then buy online?

#21

Post by VLM »

kelukelugames wrote: post #17

We have a game store where you can go to play the board games and buy the ones you like. It's crowded but I don't know if people actually purchases things.

Looks can also be deceiving, because of "Friday Night Magic" at least for one evening a week what is believed to be an independent FLGS is actually a junk food convenience store at least WRT revenue by product. Or so I've been told by someone who should know. There are other theme nights, its just "Friday Night Magic" is the most popular.

Its not a very profitable or well run convenience store compared to a real convenience store, but it does well enough. As do most FLGS that run friday night magic. I'm sure there are some that can't sell junk food due to zoning or ordinances, that must be annoying.

The problem is scaling it outside a couple hours Friday night. Another day of the week, six guys playing pathfinder on a card table makes the store look busy compared to a usually completely empty antique store, but what kind of revenue is rolling in per hour? You can pay the electric bill by selling monster energy drinks out of the cooler, but retail establishments have other bills to pay, and the antique store only needs one sale per week to pay their bills...

Re: Case study: Can retailers win back shoppers who browse then buy online?

#23

Post by rogerbinns »

Qantourisc wrote: post #22

Sometimes I wonder why nobody opens a showroom that doesn't sell products, but only shows stuff. (At a fee of course.) But it might cost too much to finance all the products you wish/have to show. Manufactures can help and donate demo gear :)

I predict this will happen with self driving cars. They will very rapidly lead to pay per journey uber style. They will also easily be able to do deliveries (arrive at home when you do, wave phone/enter pin to unlock delivery box).

Rather than go to multiple stores, each surrounded by a large car park, it would be more desireable to go to a collection of stores that are colocated, pick out what you want, and have it delivered as you get home so you don't have to carry it around.

Re: Case study: Can retailers win back shoppers who browse then buy online?

#24

Post by realusername »

HenryTheHorse wrote: post #14
TheAdamist wrote: post #10

Earlier quoted context omitted.

agreed, an accurate in store inventory listing on retailers' websites are vital for this to work. Nothing more frustrating then doing research online, getting to the store to find out they don't actually have the item in stock, or cant't find it. Then its straight onto an online shop - and not the brick and mortar retailers.

This is the holy grail of "omni-channel retail" - of being able to offer a consistent experience across all channels. But spend a few days inside any large retail company and you'll be shocked at how badly organized they are. Not only do their systems not talk to one another, their people in e-commerce and b&m operations barely know each other.

This seems to be true for most large companies. From the outside, everything looks great and everyone is going towards one clear direction but internally, everyone is actually in an isolated silo living its own life and no-one actually discuss with each other. On the worst cases, you even have some internal competition within these silos.

Re: Case study: Can retailers win back shoppers who browse then buy online?

#25

Post by blumkvist »

balabaster wrote: post #3
a3n wrote: post #2

I do the opposite. I don't want to spend the time driving around looking at stuff, so I research online, and then find where it's sold locally. 'cause I want it the instant I pay for it, and returns are much easier and immediate at a store. I do buy from Amazon, but Amazon is also one of the best research tools for local buying.

I am like this also... I wish I could just type into a search engine what I'm looking for and it comes up with "Hey, this thing is available at these local retailers for these prices, all within 5km of your house. Here are the returns policies for those places. Here are the caveats to their warranty programs. These places have free parking. Caution: Place X, Y or Z only takes cash. Here's a list of ATMs enroute." I r…

You wait 4-6 weeks for delivery?

Re: Case study: Can retailers win back shoppers who browse then buy online?

#26

Post by AdmiralAsshat »

Here's one thing brick-and-mortar stores could try learning from online retailers: stop bugging your customers.

If I need help looking for a TV, I'll ask. I promise, I'm not shy. But if I want to just LOOK at some TV's and see what's available, please stop hovering over my shoulder and asking me if I have any questions. I don't, really. I can read the specs. If you want me to spend $400 or more on something, you're gonna have to grant me some time to chew over the options and go home and do my research before coming back. Let me do that, and I might come back and buy from you. Pester me, stalk me, or refuse to let me leave without making veiled threats that "This TV may not be here when you come back," and I'll shop online.

For its part, Micro Center guys have usually been extremely helpful when I needed it and have always left me alone once I said "Just browsing." They've also periodically looked up the part on Newegg to see if they could price-match it.

Re: Case study: Can retailers win back shoppers who browse then buy online?

#27

Post by DanBC »

AdmiralAsshat wrote: post #26

Here's one thing brick-and-mortar stores could try learning from online retailers: stop bugging your customers. If I need help looking for a TV, I'll ask. I promise, I'm not shy. But if I want to just LOOK at some TV's and see what's available, please stop hovering over my shoulder and asking me if I have any questions. I don't, really. I can read the specs. If you want me to spend $400 or more on something, you're g…

...and yet some people report feeling ignored by shop staff.

Is there any research into the ideal balance between asking people if they need help and not bugging them?

Re: Case study: Can retailers win back shoppers who browse then buy online?

#30

Post by JoeAltmaier »

DanBC wrote: post #27
AdmiralAsshat wrote: post #26

Here's one thing brick-and-mortar stores could try learning from online retailers: stop bugging your customers. If I need help looking for a TV, I'll ask. I promise, I'm not shy. But if I want to just LOOK at some TV's and see what's available, please stop hovering over my shoulder and asking me if I have any questions. I don't, really. I can read the specs. If you want me to spend $400 or more on something, you're g…

...and yet some people report feeling ignored by shop staff. Is there any research into the ideal balance between asking people if they need help and not bugging them?

Is there room for an app here, where you can declare your need for help, and the store can respond (by queuing it or whatever)?
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