From Jeff Bezos’ 1997 letter to shareholders:
Today, online commerce saves customers money and precious time. Tomorrow, through personalization, online commerce will accelerate the very process of discovery.
Discovery aside, most stores don’t even know that they are being visited repeatedly from a certain IP address. I tested Home Shopping and Daraz today. Even after 4-5 visits to their store they didn’t give me any clue that they noticed. Imagine you going to retail stores like Khadi, Outfitters etc and just window shopping 3-4 times in a single day. Even they will ask if you need any help. And our retail shops are worst in customer experience.
From from the same letter this year:
There are many advantages to a customer-centric approach, but here’s the big one: customers are always beautifully, wonderfully dissatisfied, even when they report being happy and business is great. Even when they don’t yet know it, customers want something better, and your desire to delight customers will drive you to invent on their behalf.
BTW, the letter is a must read.