Crappy customer service is what is driving the online sales.
Years ago, before the internet, you went into a store and you were treated like royalty. You were there to spend money and the sales staff aimed to make it a great experience for you, so that you would return.
Then the internet came about. Yes, some customers ditched the stores in favour of shopping online, but the majority were still skittish about buying online and would still visit a store. In this period it seems there was a shift in the service offered in stores, sort of a "if you don't like my prices then f%&$ off and buy online". It is now at a point where unless you actually get great customer service you are more likely to shop online. And the retailers need to see this quickly, because otherwise they are going to lose all their customers.
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