Hardware Retailing

MAY 2017

Hardware Retailing magazine is the pre-eminent how-to management magazine for small business owners and managers in the home improvement retailing industry.

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HARDWARE RETAILING | May 2017 172 I n an interview with Hardware Retailing, Robisch discusses how retailers must not lose sight of the importance of in-store customer experiences while trying to compete against e-commerce businesses, such as Amazon. Hardware Retailing (HR): What should retailers learn from recent research on what customers want from in-store experiences? Jim Robisch (JR): Retailers have to recognize that although online retailing is important and relevant, the store hasn't lost its importance. The brick-and-mortar location is both an avenue for selling products and a support system for online sales. 24 HR In-Store Experiences Still Matter. Big Time. Sources: Ecommerce Trends: 128 Stats Revealing How Modern Consumers Shop, Walker Sands 2016, 2016 UPS Pulse of the Online Shopper of customers use ship to store when ordering online. 50 % of online shoppers opt to buy online and pick up in store multiple times a week. 66 % of customers have made in-store purchases while picking up their online orders at stores. 46 % In-Store Remains Key Jim Robisch Senior Partner The Farnsworth Group Robisch conducts research on the independent home improvement sector. Q&A With Jim Robisch

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