Last weekend, I went into my local mall to shop for a new coat. I visited a big brand store (which shall remain nameless for reasons I am about to reveal), which was pretty busy and I was a little short on time. As I walked round the displays of this season’s offering, I realised that I needed help on sizing and availability. So I waited and waited for a sales associate to come to my aid. Eventually, exasperated, I walked out. It was not a good customer experience.