Merchant Services

Behaviors of Mobile-Enabled Consumers Complicate the Meaning of “Going to the Store”

December 31, 2019
Ken Paterson
Amy Dunckelmann


When card-not-present makes the customer-not-present, what is the function of a store?

Consumers armed with smartphones first disrupted brick-and-mortar retail by comparison shopping while in-store. Now nearly 1 in 3 U.S. adults who comparison shop in-store end up purchasing elsewhere. Buy-online-pickup-in-store services shorten shoppers’ store visits to fleeting appearances. From electronic price tags to “dark stores,” retailers seek the right store capabilities to retain and serve their mobilized customers.

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