“What makes a successful online business”

Clearwater Corporate Finance - breakfast seminar: September 2008

www.ianjindal.com

Today

• Retail context

• Sustainable competitive position

• Cross-channel

• Service

• Then get complex

Today

Donuts: there’s no “middle” in ecommerce

• 40% up at £13bn

• 65% online, of which 90% on broadband

• Rising tide floats all boats?

• 99% pregnant?

• Christmas day sales - 4.4m customers online.

3 sustainable competitive positions..

3 sustainable competitive positions..

• Customer– segment

– needs

– access

• Product– exclusivity

– access

– knowledge

• Operations– efficiency

– effectiveness

– service

Customer

Product

Operations

Reassessing Retail

Reassessing Retail

• “Retaillier” - Slice & Dice, focus on customer - tailor-made.

• Heart of retail is– close to customer

– responsive

– service

• New brands - based on what you DO not what you say.

• Price & product: make old retailers into wholesalers

Cross-channel experience

Service

Not covered... so much - but build on a focused foundation of service

Commercial Challenges

• Ruthless customer and/or price focus

• Action, not just words: say what you do, do what you say, repeat.

• Think ‘retail’!

• Then guild the lilly.

Commercial Challenges

Thank you.

www.ianjindal.com