What’s needed is a continuous service wrapper – support services that help the buyer with the purchase, and once that buyer becomes a customer, helping her or him do more than install the new “thing,” but also gain immediate value from that thing that is now part of their ever-evolving, personalized technology envelope.

The absence of a continuous service wrapper can lead to failed adoption, skyrocketing returns and unhappy customers – all of which have a negative impact on brand perception, and will derail revenues. Parks Associates data shows a 13 percent return rate on all IoT devices. Of those returns, more than 90 percent are in perfect working condition.

The bottom line: it doesn’t matter how innovative your offering is; if consumers cannot effectively use it within their existing environment it can’t deliver the expected value, and it will fail.

From the article "IoT's Missing Link" by Karen McPhillips.

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