Online retail sales in the UK have grown significantly, reaching £13 billion in 2008 with 65% of sales occurring online and 90% of those using broadband. While online shopping has increased for most retailers, some argue that the internet allows certain retailers to excel at product selection, price, and customer service in a way that is difficult for physical stores to match. The experience of online shopping continues to evolve as customers move from browsing product images to relying more on detailed product information and reviews.

1. “Online selling - a customer perspective”
Sky University: July 2008
www.ianjindal.com

2. • Retail context
• Reassessing retail
• The customer’s
experience - a
journey from rich
imagery to data -
taming complexity
• Platforms
• So what?
Today