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Ross Mayfield notes that in an Apple retails store "50% of the space is for retail sales and 50% for service and support." He goes on to contrast that with places like Fry's or Best Buy. Ross goes on: For your business online, what porportion is dedicated to retail vs. support?
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The following posts link to The 50-50 Rule in Retail: Capturing Customer Conversations:
"The retail paradigm continues to change. Its no longer OK to stack product and allow people to transact?not that this is a new observation but its a slightly different perspective for a geeky Silicon Valley guy. The 50:50 Rule for Retail"
" Phil Windley quotes Ross Mayfield on the retail experience at Apple, and compares it to other places: What Best Buy is missing is the fact that they provide no after market value add with their retail -- in comparison to buying and servicing with an e-commerce"
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