What a comprehensive and practical article.
Regarding customer service, often the internet is missing a fundamental human service. In fact, it is very confusing for customers to make a decision where to shop: online or in a physical store. It is common knowledge that people often go to the store only to learn about a specific product and then make the actual purchase on the internet. Competitive pricing plays a huge role here, but perhaps even more, with the competition that the internet poses, physical stores must offer extraordinary person-to-person service to justify the customer's time to get to the store. The internet cannot fully substitute human help which only can be present in a physical store. Even though, there is a shortage in service and sales persons, the ones hired need to be much more "unbeatably" qualified and trained stronger not only to know their products well, but, as Carol Roth writes, to have the ability to step "into the shoes of the customers". Quality customer service always attracts returning customers—online or onland—by saving them time for shopping elsewhere, and time of course is money.