A little while back BetterWorld was out at GigaOm's RoadMap conference listening to Jack Dorsey, famed Founder of both Twitter and Square, a new company poised to cut the red tape on transactions and merchanting. This is just some of the wisdom he had to share in his interview with Om Malik, Founder of GigaOm.
**Role of Technology
** Jack believes that technology creates empathy, which helps to end conflict. In this way, it makes the world feel closer and moves us towards a more compassionate future. Country boundaries are convenient for organization, but really are arbitrary; the human tendency is to create “temporary autonomous zones”, or places where people come together for a purpose and then naturally disperse. Both Twitter and Square bring peer-to-peer interactions to the forefront and allow for more transparency and access, to share information (Twitter) and goods (Square).
Entrepreneurial Start
With two entrepreneurial parents, Jack was poised to get involved in creating new enterprise. Jack shared the story of how his parents met: his father founded a pizza shop with a friend and they had one rule for their pizza shop – not to date any of the waitresses. Jack’s mom was the first waitress hired and the rest is history.
“Deep Romance” of Commerce
Dorsey describes the future of commerce as hyper-personalization rather than mass production; a trend towards “wabi sabi” or contrast of perfection and rustic. The more a customer is drawn into the crafting process of a product, the more likely you can create a “deep romance” with the brand. Simplification is the key principle for creating something customers will love, to boil down to the essence of what it is that you are providing. And of course, to make things fun.
Bringing it Back
Here at BetterWorld, we’re working to take some of these lessons to heart. Although one could argue it is difficult to create “deep romance” with your telecom service, we still believe that it is possible to provide as pleasant and friendly a telecom service as possible, with a longterm commitment to’customer delight'. One of the ways we’ll be improving in the next few months is through new, more effective tools to build greater transparency into our provisioning process. Another improvement we’ll be implementing in the new year is to provide standalone solutions documentation to better enable our customers to find answers to their questions quickly. How about you? What ways does your business or organization incorporate “deep romance” and fun into what you provide?
In service,
The BetterWorld Team
Posted in: BetterWork Events General Blog
