If you have been burned by long lines, limited choice and poor customer service in stores, you are likely doing more and more shopping online — a huge problem for brick-and-mortar retailers.
Thanks to digital and mobile technology, consumers have come to expect a level of service — priority treatment for loyalty, for example — that many retailers are simply not equipped to deliver.
As a result, this holiday season e-commerce sales will take a $95 billion bite out of a total of $885 billion in retail sales, eMarketer has predicted. E-commerce sales will rise 17 percent this year, surpassing 10 percent of total retail sales for the first time, the firm has predicted.
The main culprit is Amazon. The e-commerce giant accounted for over a quarter of online holiday sales in 2015, and will soak up even more business this year, according to eMarketer.