I experienced two types of shopping experiences recently. On the one hand, there was an experience that involved clothing that felt like it might take weeks to resolve online.
So, we ended up at a brick-and-mortar store and had it all wrapped up in 30 minutes.
On the flip side, we were looking for something for the home at a store nearby. We tried guessing the size we needed, got it wrong, and had to go back and return it. We decided that Amazon would be the way to go for this one.
With clear item descriptions, reviews, and easy returns, Amazon has nailed the customer experience in so many types of shopping experiences. But it hasn’t replaced our weekly grocery run. It will struggle to replace certain kinds of clothing experiences as well.
The answer appears to be “hybrid” or “something in the middle.”
It is a word I’ve developed appreciation for of late. For those of us who don’t build physical goods, I think the days of requiring 5 days in the office are over. But it is still nice to be back in the office once a week. There are certain meetings that are best done in person.
Again, the answer isn’t this or that. It is something in the middle.
As with so many knotty questions in this life.
