Thoughts on Digital Life

This blog post is about service and digital transformation. I want to take a real-life situation and relate it to what we call service these days and want to talk a little bit about digital transformation. First I need to explain the situation: High service, low pricing - the introduction During Christmas our washing machine broke. When I bought it, only 3 years ago, I also bought a service contract at the store. It was pretty pricey, so you'd expect service. Obviously I wasn't expecting anyone to work during Christmas, so on the first working day after Christmas I called the company. I would have used Whatsapp or Twitter - but the company isn't active on those media. I got a guy on the phone telling me they would come round after 4 days. On that day no-one showed up. Instead we got a card from a 3rd party that they wanted to set a date to take a look. Another 4 days passed. The 3rd party came and took a look. The mechanic noticed two modules that weren't working. He...