The future of digitalization

22

September

2016

5/5 (2)

Parent: What do you want to be when you grow up, Jimmy?

Jimmy: Oh boy, I would love to work in IT.

Parent: Do you even know what that means, Jimmy..?

 

Well Jimmy, IT might not be what it used to be, or better said: it’s dying. Well, at least in the traditional sense. IT used to be all these nerdy guys behind laptops fixing something that can’t physically be touched. Nowadays however, we’re working more towards the digitalization of everything, the Internet of things and last but not least, big data.

 

So, Jimmy, when you mean you want to work in IT, you actually mean that you want to facilitate the world becoming a digital one. Nowadays, almost all companies start digital, or, are shifting to (also) exist digitally. This, in turn, shifts the way companies interact with customers and partners. They even influence all five forces of Porter’s model of five forces of industry competition. What’s that Jimmy? You don’t know who Porter is? Let’s stop talking about him then.

 

In any case, the digitalization disrupts the way current business are set up, but also makes way for a whole new (niche-)market: the field of digitalization. In this field, mostly consultants are at work as they facilitate this transition between analog and digital.For business going digital, there are numerous advantages. For example: they stay competitive, can reach more people and they are more effective.

 

However Jimmy, when you grow up, chances are that there is a whole new concept regarding digitalization. The only thing that never stops innovating is innovation itself. If we look back to when the Industrial Revolution took place, back in 1820 and 1840, or even closer, the start of world wide web in the 1980’s and comparing it to the world as we know it now, a lot has changed. From being able to digitally access the yellow papers to making millions of dollars on a website in just thirty years.

 

Can you imagine, Jimmy, what the world would look like in thirty years?

 

Sources:

http://www.computerworld.com/article/2976572/emerging-technology/digital-disruption-from-the-perspective-of-porters-five-forces-framework.html

http://www.networkworld.com/article/3022333/careers/shift-to-digital-business-disrupts-traditional-it.html

http://www.balboapress.com/WriterWisdom/Publishing/FiveReasonsToGoDigital.aspx

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Coolblue. How may we help you?

22

September

2016

5/5 (2)

Since starting on the top floor of their house in 1991, Pieter Zwart, Paul de Jong and Bart Kuijpers have made their company explode. In this small post I want to sidetrack from all the posts regarding actual information strategy and switching to something else that is as important to making your business grow: customer service.

 

To understand the idea behind the Coolblue model of customer service, we need to look at a company that was founded in the same year. For this we need to go to the other side of the world: San Francisco, where Zappos was founded.
Zappos was initially called ‘Shoesite.com’ and was nothing more than a company that sold shoes online. Some of their core values are shown in the figure. The most important of these core values, in my opinion, is to ‘deliver WOW through service’. This service, is also customer service. In an anecdote Tony Hsieh told in his book ‘Delivering Happiness’, he says that he once bet a Skechers rep that if he called the Zappos hotline, the employee would be able to locate the nearest late-night pizza delivery’. And they did. This WOW-factor that they tried to surprise the customer with was the most important thing that made Zappos the company that it is today, that same company that was acquired by Amazon for $1.2 billion back in 2009.

Zappos 10 Core Values

When we return to Coolblue, we see these same values popping up in their customer service. They are extremely helpful, great on social media and go out of their way to make customers happy and deliver that WOW-factor. It’s not surprising their revenue is growing with 50% per year and was exceeding the €500 million mark late 2015. (http://www.emerce.nl/nieuws/omzet-coolblue-naar-555-miljoen-euro-duizend-extra-banen)

 

Good companies are funded on happy customers; happy customers are created by good customer service. More companies should adopt the Coolblue/Zappos method to grow as it clearly works.

 

If there are questions about anything, contact Coolblue: they can help you.

 

(this post is *unfortunately* not sponsored by Coolblue in anyway)

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