That personalized touch makes a resurgence in the big-box world of retail

Is the era of the big box retailer coming to a close?

At least two small businesses in Kemptville think so, and there appears to be research to back them up.

In 2021, PwC Canada reported that, “Canadians are adapting to supply chain delays, seeking out socially responsible retailers and using their purchasing power to support the local economy.” In 2016, the Harvard Business Review warned that “big box retail stores are losing relevance, while e-commerce and specialty stores grow in appeal.” 

What is that appeal? By all accounts, it’s old-fashioned personalized service, a phenomenon that has been stoked by the “buy local” movement and possibly by the isolation wrought during the pandemic and the resulting need for personal connection.

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