In fact, in the minds of consumers, the bifurcation has all but disappeared. In fact, in the minds of consumers, the bifurcation has all but disappeared. The study also showed how desperately consumers want the separation between the offline and online experience to disappear. If you excel in your physical location, you must also excel online. If you do one well but not the other, the image of your entire organization is in jeopardy.
Customers know that.
Now it's time for merchants to catch up. James Daly is Editor in Chief for Business 2.0 .