Online is certainly not the way forward, it is ONE way, especially if you are competing on price and can undercut everyone. Stupidly, you could have a business with 12,000 reviews and have been going years, but if someone brand new and with no reviews undercuts you by 20p - you lose ! Personally we wouldn't go back to on line ever !
Are we thriving? Certainly not, but we are holding up. It's never been harder but as more people fall we seem to be picking up, whether that is because we are better or whether the customers choice has been limited I wouldn't like to say (well I would, but modesty forbids!)
It depends on lots of things, we have one shop that is 18% down year on year and another that is 27% up. Thankfully 18% down on not a lot is not that much difference and the 27% up is on quite a lot, so we are ok, but if we knew what the cause of the discrepency was we would be very happy.
I think a refit is always worth while every couple of years. Not a change in direction as such but a fresh look at what you do.