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...

This article is again about webshops. Webshops need conversion. Webshops need to sell products. I decided to take a look at my user journey when looking for a new laptop, Adobe software and some shoes. Here's how Zalando, Dell and Adobe made me feel and what they could improve. Zalando First of all Zalando isn't responsive. Your mobile experience is different from your desktop experience. The mobile experience is better, because the flow of information is positioned better. When you view a product on desktop format, the conditions of Zalando (about shipping and payment) seem to be the most important - as they are presented first. On the mobile version these are presented last. It gets better though! You can view a product at a larger format, ideal when looking for new shoes. You can see this in the image shown above. The bigger image is shown over the price and order button! Thats a conversion killer right there. The image below shows the same page if I don't roll over...

A few weeks ago me and my employer decided it was best to split. Because I am the sole income for my family (mortgage, car, 2 kids...) I need to find a new job and prefer to find one soon. I decided I'd like to find out how and if social media could help me out on this one. I needed to get noticed and wondered if social media could help me do just that. LinkedIn. I've taken LinkedIn as the basis for my experiment. LinkedIn is the business network where you place your résumé online. Just like you "Google" your possible new employer, that employer Googles you. Most often your Facebook, Twitter and LinkedIn account will be found. LinkedIn keeps a ranking. It gives you feedback on how you rank amongst the people you know. On LinkedIn I've got about 475 connections. At the beginning of this experiment I ranked at 128. That's not bad, but it isn't brilliant. It meant that my profile was viewed an average 1,5 times a week. And there was my challenge....