The real problem is that no one in head office who is making massive decisions on staff, shop floor and stock have ever worked in a store, meaning they haven't got the first clue what actually goes on there. They change their mind every week on various issues while putting unrealistic demands on staff some of which they call customer service but most people find irritating and intrusive. All I hear is 'good' and 'glad' to the news they could be going under and two things crop up, pricing and the pushiness of staff, unfortunately the staff know this but have to do their job; keep smiling, keep pushing.
Until that mindset changes they'll struggle as a high street retailer in this current climate.