THE EX­PERT

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“E-com­merce is an in­creas­ingly im­por­tant aspect of our busi­ness, but hav­ing a brickand-mor­tar store is still what al­lows us to cul­ti­vate di­rect, mean­ing­ful and full re­la­tion­ships with cus­tomers. There is a lot about faceto-face in­ter­ac­tions that can never be repli­cated by digi­ti­sa­tion, as close as we might even­tu­ally come to it one day.” — Su­san Tay, man­ag­ing di­rec­tor, The Bet­ter Toy Store

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