A Physical Store Needs to Give Customers Something Online Cannot
A physical store has one big disadvantage. It requires effort. The customer has to leave the house. Drive there. Find parking. Walk in. Look around. Possibly wait. Compare that with buying online. A few taps. No travel. No queue. No awkward interaction. So if a customer is going to make the effort to visit a […]
Why the Friendliest Service Isn’t Always the Best Service
I was out in a country town in Western New South Wales a while back, and it struck me how friendly everyone was. People say hello on the street. You walk into a cafe and it’s warm, it’s welcoming, properly country hospitality. The kind of thing you don’t get as much in the city. And […]