Part I Let’s Talk Digital
The future has arrived – It’s just not evenly distributed yet.
William Gibson
First of all, why do digital? Well, let me describe two hypothetical consumer experiences and I’ll let you decide which one you want to use.1 You have a choice of two merchants.
For the first one, the non-digital, you’ll have to make in advance a list of products you want to buy, call the merchant’s product ordering line, wait on hold until somebody eventually takes your call, spend some time describing what you want, then wait for the product delivery for an extended period,2 only to find you got the wrong product or quantity (due to a misunderstanding between you and the phone agent). Then rinse and repeat ...
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