1. What overall conclusions do you draw from this case? Explain your answer.

2. What is the biggest “disconnect” between retailers and their customers today? How could this be fixed?

3. What could other retailers learn from John Lewis and Warby Parker?

4. Describe the findings shown in Figure 1. Are you surprised by the results? What are the implications of these findings for retailers?

5. Describe the findings shown in Figure 2. Are retailers doing well in their technology investments? Explain your answer.

6. Describe the findings shown in Figure 3. Are you surprised by the results? Why or why not? What are the implications of these findings for retailers?

7. Comment on the methodology used for the AERO study. Discuss how you would improve it.