I always wondered why physical shops offered a much worse experience in many ways than online ones, even taking into account the obviously insurmountable logist

I always wondered why physical shops offered a much worse experience in many ways than online ones, even taking into account the obviously insurmountable logistical advantage of the latter. I mean you'd expect them to at least try to have better service? The answer of course is that their only choice is to focus on their captive audience (people who can't or won't buy online) and extract as much as possible until the music stops. A similar thing is ironically happening to Netflix