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...

New Year Resolutions are often a bit strange. As if you haven't done something correct this year and need to change for the better the next year. Well, maybe you didn't do anything wrong this year. But I'd like to put some thoughts forward for 2015. 1. Think first, act after In my previous post I was already raving about Design Principles. Next year I will try implement those more often. Sometimes projects were so small this year that I simply couldn't sell Design Principles as part of the project. Next year I will always set Design Principles for every project - even if we can't charge it to anyone. They should be a part of the project. 2. Quality When you've been working in the business for 16 years there's the danger of routines. In the past I've seen people get stuck into a routine that worked and I have always vowed to move out when that happens. I'd feel like you put a coin in me for me to dance. Dance monkey! As I do every year I vow...