Industry Focus:

Electronics Retailing Online: Creating a Hi-Def Customer Experience

Where do you go for the best deal on that widescreen, flat panel HD-ready LCD TV? Or more importantly, which is the best one to buy? And what about a new computer, iPod dock, wireless phone system, digital camcorder, Bluetooth headset — or even a simple programmable coffee maker?

Electronics are pervasive in the lives of consumers today, playing a role in everything from personal hygiene to cooking and cleaning to entertainment to vital communications. And every major retailer is vying for a bigger piece of the consumer electronics pie. Competition is especially heated in the online channel, where general merchandisers are battling it out with electronics specialty stores, and the online versions of bricks-and-mortar chains are going head-to-head with the pure-play Internet retailers.

Who is winning the hearts and wallets of Web consumers? What are the key drivers that make or break the customer experience for online electronics shoppers? What are the trends to watch?

Benchmark looks inside the latest Keynote Customer Experience Rankings for the retail electronics industry and talks to some of the experts to present this snapshot of the industry and its key players.