‘Promotion’ suggests ways in which companies persuade people to buy, whereas ‘Communication’ is a two- way process also involving feedback from customers to suppliers. Retailers are closer to the customer than manufacturers are and have more access to customer feedback. ‘Communication’ is not just advertising, though, but all the ways in which retailers communicate with their customers, including, for example, direct mail, marketing database and loyalty schemes. In addition to solving problems there is another reason for customers buying products - to get good feelings. This is a particularly difficult area for e-retailers. E-retailers can create a ‘web atmosphere’ using, for example, music and visuals such as 3D displays and downloadable video clips. Such enhancements must always be a compromise, on account of the need to avoid long download times.