From a white paper by Endeavour Partners on the Future of Retail.
It's pretty good, but (as mentioned above), I've yet to see a white paper that addresses this point.I think maybe it’s because when it’s in person, it devalues the whole, ‘I feel like a special snowflake cause she remembers me’, because it becomes, ‘I feel like a number in a list cause she just very obviously looked me up to try to sell to me’. XD