Story perspectives

Young Shoppers Shift Online, Challenging Department Store Loyalty

10/12/2025

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Summary

Story summary

Young shoppers favor online shopping, creating challenges for department stores to attract customers.
Marshal Cohen, a retail advisor, notes older shoppers value in-store benefits like generous returns.
Bloomingdale's shortened its return window but still relies on personal stylists serving mostly older clients.
Nancy Quinn, a stylist, emphasizes building relationships with customers, especially during promotions, to sustain loyalty amid online competition.

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Story summary

Young shoppers favor online shopping, creating challenges for department stores to attract customers.
Marshal Cohen, a retail advisor, notes older shoppers value in-store benefits like generous returns.
Bloomingdale's shortened its return window but still relies on personal stylists serving mostly older clients.
Nancy Quinn, a stylist, emphasizes building relationships with customers, especially during promotions, to sustain loyalty amid online competition.