Retail's Service Crisis Is Driving Customers Away
Source: The Business of Fashion
Kelly Clarkson's public dispute with a Brooklyn toy store exposes a systemic problem in brick-and-mortar retail: stores have cut training, staffing, and empowerment, creating friction that e-commerce avoids. When high-profile customers air grievances on social media, it reveals that stores have become transactional endpoints rather than competitive advantages—a vulnerability independent retailers and chains cannot afford as consumers consolidate spending around frictionless experiences.