Online vs In-Store Shopping: What’s Changed in 2025

Key benefits of online shopping

In the struggle between brick-and-mortar vs. ecommerce stores, online shopping provides clear advantages that help drive its rising popularity:

• Convenience: Shoppers can browse and purchase from anywhere, anytime, using computers or mobile devices. This eliminates the need for travel and accommodates busy lifestyles.
• Variety and Selection: E-commerce sites offer broad product assortments without the constraints of physical showroom space. Dropshipping enables even small retailers to stock virtual shelves with thousands of items.
• Competitive Pricing: Online environments often fuel price competition and allow customers to compare costs across multiple sellers before purchasing.
• 24/7 Access: Shopping isn’t limited by store hours. Customers can access ecommerce stores anytime from an internet-connected device.
• Personalization: AI-driven features mean customers receive tailored recommendations that may complement other purchases or suit their interests. This provides upselling and cross-selling opportunities for businesses that brick-and-mortar stores may miss out on.

Most buyers research products online first, using social media, websites, and apps before making final decisions. Over 80% of consumers check out brands on social platforms before buying, 70% have made purchases directly on social channels and nearly 30% purchase on the same day they discover a product.

Why brick-and-mortar still matters

Traditional retail stores are still responsible for the majority of sales in the U.S. These brick-and-mortar locations excel in several ways that digital platforms struggle to match, including:

• Tactile Experience: Shoppers can see, touch, smell, and try products in person—a crucial factor for unfamiliar or high-value items.
• Instant Gratification: Customers can bring purchases home immediately, avoiding shipping delays and costs.
• Customer Service: In-store sales staff offer personalized help, answer questions, and assist with cross-sell and upsell options. This human touch builds trust and loyalty. Hiring the right sales team can create a positive sales culture in your store that prioritizes assisting customers, hearing their needs, answering their questions and making helpful suggestions.
• Easy Returns and Exchanges: Many customers feel more confident managing returns in person, as the process is generally faster and less complicated.
• Social and Community Engagement: In-person shopping is also a social experience, enabling group outings and local events that online-only retailers can’t replicate. In-person retail stores should take advantage of local marketing strategies that highlight community engagement opportunities.

Physical locations still allow for immersive experiences, including product demos and samples, especially important for categories like beauty, food or furniture.

Comparing ecommerce and brick-and-mortar experiences

Bridging the gap with omnichannel retail strategies

Modern retail isn’t limited to “online vs. in-store.” Instead, businesses succeed with hybrid approaches. These strategies should take into account the following: 

• ROPO Behavior: “Research Online, Purchase Offline” (ROPO) describes shoppers who begin product research digitally but buy in-store. This is common for items requiring hands-on experience or immediate use.
• Showrooming: Conversely, showrooming happens when customers check out a product in-store but complete their purchase online, often chasing better deals or variety.
• Curbside Pickup and Click-and-Collect: Retailers integrate convenience by offering buy online, pick up in-store or curbside options. This model blends digital discovery with offline fulfillment, increasing satisfaction and basket size.

Unified inventory systems and seamless customer data allow for consistent experiences whether shoppers switch platforms or interact across multiple channels. Jennifer Johnson, owner of True Fashionistas, says the buy online, pick up in-store option “works beautifully because customers shop when they pick up their order, resulting in more sales.”

Tips for retailers adapting an omnichannel approach

If you plan on implementing a hybrid, omnichannel approach for your retail business, consider the following checklist:

• Implement seamless inventory management shared across channels
• Invest in omnichannel analytics to understand shopper journeys
• Offer hybrid fulfillment: buy online, pick up in-store, or local delivery
• Ensure website and storefront branding are unified to foster trust
• Use AI-driven personalization online, but maintain human service in-store
• Communicate clearly about product availability, promotions, and return policies
• Encourage online traffic to visit stores through in-store-only offers or trial opportunities

Omnichannel approaches ensure both convenience and meaningful engagement. However, not all businesses will find the pivot equally feasible. According to Nick Gausling, consumer sector consultant and managing director at Romy Group, daunting overhead costs make it hard for online retailers to move into the physical sector. 

“It’s much easier for brick-and-mortar retailers to expand into digital channels than it is for e-commerce retailers to launch physical stores,” Gausling explained. “Pure play e-commerce businesses should explore wholesale partnerships with established brick-and-mortar retailers to more realistically attain a multichannel presence.”