It's also the fact that a human will follow up. And you will talk to the same human every time unless they leave or they need to transfer you to someone else who knows more about product X. You will also talk to the same human if you need customer support.

Now, as someone who lives online and has a solid misanthropic streak, I find this human interaction slightly annoying. However, for a lot of musicians this really seals the deal.

Not just a human, one with musical experience. They can talk about something from experience. You might talk to a guitar player about a keyboard, but at least they know music.

One time I bought a latin percussion egg shaker for $2. They sent it 2nd day and as always, included the candy. That buys loyalty!