Customers want to feel how a product fits in their hand as well as how it fits into their lives. In short, they want to experience a human connection. Every step from the initial introduction of a product to the walk-through of its final setup needs to be engaging and (ideally) enjoyable both in-store and online.
Within the next five years, any vendor with a large offering of premium products will have to provide this immersive experience or risk being put out of business by companies that do....
One of the challenges ahead for marketers is to meet the needs of consumers to touch and feel products before they buy online. A big challenge indeed.