For the past half-century, customers have wanted to see and touch what they were buying. They could walk into an appliance store and view eight or ten refrigerators lined up and make comparisons. Seeing the actual refrigerator before buying was essential since this was the environment in which information was obtained. Getting you in the store was the key to making the sale. While its products get high ratings, customers are confident that they will also be easy to use.
Convenience is the customer's top priority.
What the Internet has done is demonstrate to buyers that this is possible. It's not necessary to go to a big box bookstore to get the book. This fundamentally changes the customer's expectation level. I'll get back to you as soon as I can. That was good enough before the Internet impacted our expectations.