Digital Context 2.0
Digital Context 2.0
Description
We are in the midst of yet another shift in business models because of digital. This time the force for change is not mobility; it's data and the Internet of Things. The more devices that connect to each other, the more digital creates a personal ecosystem, called Digital Context. Digital Context is as distinct a shift in business strategy from omni-channel as omni-channel was from the first multi-channel business models. Companies need strategies grounded in consumer behavior to guide the development of business models, brand experiences, and customer journey work. Based on two years of in-depth research on consumers, Digital Context 2.0, provides seven lessons on how to prepare your business for the next wave of technologies-and make your customers happier.
Lesson 1: A Watch is not a Watch
A watch is not a watch. An IoT-enabled razor is not a razor. An IoT-enabled hearing aid is not a hearing aid. They can each do the basic functionality that the name implies but they do much more and will be hired by consumers to do more than what the name of the item suggests. The consumer hires the tool to do much more than what you originally intended the product to do. The more tools that connect to each other the more each tool becomes a part of an ecosystem that supports other activities. That ecosystem will change your business model.
Lesson 2: Over Time All Channels Become Queues
Critical to every business model are the marketing, transactional, and customer service channels that ensure that you can share your offerings with your customers. We have progressed from a world of single channels, to multi-channels, to omni-channels, and now to Digital Context. Along the way the channel has become smart and when channels become smart they queue things.
Lesson 3: Consumers Get that Context Requires Data
Despite the constant hacks and security breaches, most consumers share their data with companies freely if they understand and agree to the purpose for sharing the data. The Internet of Things and Digital Context depend upon the free flow of data between things. Lesson three explains why consumers share data, who the Context Comfortables are, and why they are important to every company's business strategy.
Lesson 4: Design Your Value Proposition to Target a Consumer Mode
Increasingly, if companies are to be relevant and differentiated to their customers, they will need to understand modes. Modes are ways of thinking and behaving that consumers 'get into' that helps them get things done. By targeting a mode for your value proposition, you are effectively aligning your goods, services, or experiences with the way that consumers go about doing what they want to do.
Lesson 5: Data + Content Creates the Package
Companies that are focused on creating content for distribution should turn their attention to focusing on ways to create the Package. Smart Media companies need to find ways to increase the amount of data that travels with the content they produce. In Digital Context, consumers will want their content to be informed by different data types. Companies are used to very basic data being embedded in or attached to content. However, context-aware content requires that companies find ways to share data about much more.
Lesson 6: Don't Focus on Loyalty; Focus on Positive Engagement
The promise of Digital Context cannot just be to speed things up. Context must improve the wellbeing of people. Research in positive psychology can help companies think about delivering happiness to consumers. Digital Context should tap into that body of research. This lesson explores why a loyalty mindset is wrong for Digital Context and why a positive engagement mindset is what companies need to go after.
Lesson 7: Doing Digital Strategy: A Case Study
Using a fictional example based on P&G's Swiffer product, David W. Norton, Ph.D. shows how to bring the other six lessons together into strategic activities that guide business decision-making.
Shipping & Processing
Processing times
- In stock: Items marked “In Stock” are on our shelves. We pick, pack and ship them within 1–2 business days.
- In stock with our supplier: Items not marked “In Stock” are held by one of our Australian or overseas suppliers. We order them in for you and they usually dispatch within 2–5 business days (3–5 for some suppliers). The estimate next to the price is for this item.
- Special orders: Some supplier items, such as specialist and imported items, titles awaiting reprint and print-on-demand titles, take longer to arrive. If your order includes one, we’ll update you as soon as we hear from our supplier.
- Supplier delays: Occasionally a supplier is delayed, or their stock information turns out to be inaccurate. We’ll keep your order open for up to 60 days. If an item hasn’t shipped or isn’t on its way to us by then, we’ll cancel that item and refund it.
How accurate is availability?
Availability is based on the stock levels our suppliers tell us they hold, and we update it regularly. If a supplier issue affects your order, we’ll let you know with an updated estimate.
Delivery
- As soon as your order ships you’ll get an email with tracking.
- Australia Post usually delivers within 2–10 business days of shipping (around 4 in metro areas and around 6 in regional areas).
- If your order has more than one item, we hold the in-stock items until everything is ready, so we can ship your whole order together in one parcel.
- Shipping cost: Free on orders over $100 within Australia, otherwise $9.95 flat rate per order however many items you buy. Free shipping applies to Australian addresses only; delivery to New Zealand is $14.95 per order.
- Check your address: If an order goes to an incorrect address you gave us, or isn’t collected and Australia Post returns it to us, you’ll need to pay the postage to send it again.
Cancellations
Need to change or cancel an order? Contact us as soon as possible at contact@bookloop.com.au or through our contact page.
- Within 30 minutes: You can change or cancel your order for a full refund within 30 minutes of placing it.
- After 30 minutes: Your order is already being processed, so it can no longer be changed or cancelled. If we can accept a late cancellation, we may offer store credit instead of a refund.
- Items in transit: Once an item is on its way, either from our supplier to us or from us to you, it can’t be cancelled. If you no longer want it once it arrives, you can return it as a change of mind, with return postage at your cost. See Returns.
- Separate orders can’t be combined once they’ve been placed, and adding or swapping items can change the delivery estimate.
- Supplier delays: Occasionally a supplier is delayed, or their stock information turns out to be inaccurate. We’ll keep your order open for up to 60 days. If an item hasn’t shipped or isn’t on its way to us by then, we’ll cancel that item and refund it.
Faulty or damaged items are always covered. See Returns.
Returns
Damaged or incorrect items (within 30 days)
If an item arrives damaged or isn’t what you ordered, contact us within 30 days of delivery. We may ask for a photo, and if we need the item back we’ll send a prepaid return label, so it costs you nothing. You’ll receive a replacement or refund, as guaranteed under the Australian Consumer Law.
Change of mind (within 30 days)
We offer a refund or store credit for change of mind within 30 days of purchase when:
- you have your proof of purchase;
- the item is unused and in its original condition and packaging;
- it isn’t a sale item, special order, custom item or gift voucher.
You pay the postage to return change-of-mind items. Change-of-mind returns aren’t available for print-on-demand titles or bulk orders with special pricing.
Returned to sender
If an order is sent to an incorrect address you gave us, or isn’t collected and Australia Post returns it to us, you’ll need to pay the postage to send it again.