Berglund’s Take

If someone had bought an item from you in the past, for example, now all they have to do is go to Google and put in that class of item, and they can see all of the different places from which they can buy that item in the marketplace. It’s very easy for a customerto move to another retailer.

Generally, I’m concerned about the impact on the loyalty of customers with this ever-increasing shift to online. It underscores the need to be rock-solid on the service you deliver and your product quality. You have to excel on those fronts because it’s much easier for customers to find alternatives.