Verizon Wireless, ATT and T-Mo/Sprint have all been open with their investors that in order to maintain EBITDA and margins, they have no choice but to rely less on brick and mortar stores and more on the cheaper (digital) channels. None of the carriers have been too aggressive with this strategy yet, but clearly the industry (not just VZW) is headed in this direction. It's really just a matter of time and nerve -- once one carrier goes this route, the others will all immediately follow.
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I think as time changes over the next few years, there will be less need for the retail stores.
Younger people, do not need the assistance.
Less young people, do not need it either.
I am in my mid50's and all my phones are purchased on line.
My father-in-law is the only one I know who likes to go into the stores.
It will be interesting how the sales and service will evolve for the government, federal, state and local accounts for sales and service of these large accounts. They will have to continue to service these gravy accounts.
If they do it suddenly yes, but they have and are currently training their customers to not use stores. ISP? Preorders through the portal? There is an expiration date on this job. I suspect they will always have a presence at retail but it will be massively scaled down. Probably more customer focused and with no comp.
There is a reason they aren't doing it. They will lose business.