I’ve written before about how retail businesses could work harder to provide service on their own terms.

The challenge is how to produce personalised service on a mass scale – it’s costly in resource terms, let alone financial.

But if we’ve learned anything from The Long Tail it’s that the internet has collapsed the means of distribution, so that products and services that would hitherto been incredibly expensive to provide can now be made available at an unprecedented scale.

The video below shows how technology will reduce resource costs without compromising on the kind of personalised attention and customised solutions people normally expect through physical channels.

Very exciting.