The Underutilized Brick and Mortar Store Advantage
I recently upgraded from a basic phone to a smartphone.  Although I am one of the last of my friends and classmates to make the switch, about 50% of adults in the US are still using basic phones.  If my experience shopping for a smartphone is anything to go by, there is a big opportunity for retailers to improve their in-store experience and ultimately, their bottom-line.
The advantage that brick and mortar stores have over their online competitors is their physical presence. Â With the ability to shop online and often get better prices, consumers who go to the store are going for one of two reasons - either they need something immediately or they want to interact with the product before they make the decision of whether or not to purchase it. Â My trip to the store was for the latter. Â
I had narrowed down my choices to the iPhone and the Samsung Galaxy S3. Knowing that I would be spending a significant amount of money as well as committing to the phone for two years, it was important for me to try out both phones before making the decision. Â I thought it would be a simple trip to the store where I would play with both phones and shortly thereafter, be the proud owner of a smartphone. Â Little did I know that finding a store that had working demos of both or even just one of the phones would be like searching for the holy grail. Â
In my quest, I came across phones that featured a static image of the home screen.
These phones did not give me any insight into whether or not I would enjoy owning one of them. Â One store had an employee generous enough to allow me to play around with his phone, but since he had already customized the phone to his preferences, it was not clear what the experience would be like on a standard phone. Another store did have some working demos, but had put security measures in place that severely hindered the experience.
The security sensor placed on the front of the phone covered a significant portion of the screen and prevented me from navigating the interface while the cord attached to the back created a constant pull on the device, not only making it hard to hold the phone in my hand, but also masked the design improvements that had been made to streamline the phone. Â While I understood stores implemented these measures to thwart thieves, they were also deterring me from making a purchase. Â It seemed like these stores wanted me to make a $200 purchase, sight [almost] unseen.
It wasn't until much later that I remembered that my hometown had an Apple store. Although I was already aware of Apple's strength in the delivery of their store experience, it made an even bigger impression on me after the experiences I had at the four other stores IÂ visited while looking for a live phone.
At the store, I was able to hold the phone in my hand, experience the lightness of it, download an app, and snap pictures with it. Â
In essence, I was able to experience the phone in action to my heart's content.  This experience did not happen by accident. Apple designed it with the consumer in mind.  The store had multiple iPhones set up so that there would be no line to try out the phone. They secured the phones with small sensors that protected their investment without interfering with the consumer's experience. Â
And, they had staff ready to assist customers, but only if the customer requested their help. Â Apple created an environment that let their product speak for itself. They made their stores a competitive advantage because they considered not only what the consumer wanted from their product, but also how the consumer shopped. Â
In my case, I was ready to make a purchase at the first store I visited, but because their phones were locked down, they lost my sale. If brick and mortar stores don’t want that situation to recur, they need to improve the shopping experience in their stores. Not only will consumers have a better experience in their stores, they will be in a strong position to capture their fair share or more of smartphone sales as more adults switch over from basic phones to smartphones.
*Pictures were taken to re-create the shopping experience described above. Â Same retailers, different city.