In one salty word, 贝宝 president David Marcus summed up how he’s changing a company whose reputation for innovation and customer service had taken a dive before he took over.

高管谁说他们没有时间在社交媒体上回应客户?

“它’废话,”马库斯在周二晚上在旧金山举行的最新ReadWriteMix活动上在舞台上告诉我。“如果您领导一家公司,那么您就是日历的主人。 您需要知道什么很重要,什么不重要。对我来说,客户是我的第一要务,’是的。如果有人遇到问题,无论您是谁,无论您是大是小,我们的任务都是为他们解决。我对此非常狂热。”

确实,您只需要检查 马库斯的Twitter流 看看他的动作:坦率,直率,有趣,他在社交媒体上的身份与在舞台上或在私人聊天中的身份相同。

David Marcus在2014年1月在旧金山说空间的ReadWriteMix活动中向与会者致意。

无BS主任

作为eBay旗下支付业务负责人,他’s有很多粪便要处理。

他说:“有时候,我们在某些话题上睡着了。”

贝宝’s been growing quickly, and his predecessors deserve credit for building out a huge infrastructure to handle $180 billion a year in transactions. But he also found an engineering team that wasn’t organized to develop products rapidly, developers who were frustrated with 贝宝’的工具,以及对他们所获得的服务并不总是满意的商人和消费者。

读写Mix人群热切地共享该事件的快照。

He’s made strides on all those fronts, taking 贝宝’程序员进入系统 称为敏捷方法论 受到初创公司的青睐。他’s retrained 贝宝 customer service to be more responsive to the concerns of small merchants, including crowdfunders. And he bought Braintree for $800 million, adding an organization geared around the concerns of developers, from the design of their application programming interfaces to their friendly call-center staff.

清理这些问题使Marcus可以专注于业务的未来,这就是金钱的未来。这是Marcus的定义方式:

我认为现金就是Money 1.0。对我来说,塑料就是Money 2.0,当我说塑料时,它是消费者信用卡以及这个伟大国家赖以建立的所有美好事物。然后是Money 3.0,对我来说,这是移动设备…。最终,所有这些东西都将融合到移动设备中。我们希望在移动设备上使其成为PayPal,但所有这些东西都将融合到移动设备上。而且现金仍会存在一段时间,但由于某些原因,我们不一定能进行更改或控制。

Marcus revealed that he went door-to-door talking to small businesses before he came up with new ideas like 贝宝 Beacon, a device that identifies 贝宝 app users in a store 因此他们可以通过在收银机上注明自己的名字来付款。

He’s also changing the checkout experience to deemphasize paying with a bank account—a method which has long helped pad 贝宝’s bottom line, since bank-account transfers are cheaper for 贝宝 to process, but which annoys some users.

“I always feel like 贝宝 is trying to trick me” into using my bank account to pay, I observed.

“好了,结束了,”马库斯说。他阐述:

我的观点是,如果您不按照客户的意愿去做,那么就不可能在很长的持续时间内获胜。您不能违背他们的意愿……。因为这一天将到来,他们将有机会从您对他们所做的那件事中获得一些回报,而他们会做到的。他们’ll take that chance.

读写editor-in-chief Owen Thomas fields questions for 贝宝’s David Marcus from the crowd.

下一波钱

贝宝 needs to keep the faith with consumers, merchants, and developers in this transition to mobile payments—which Marcus says is coming faster than we expect.

他预计四年之内,“如果您在 在美国,西欧或亚洲的高级都会区,您无需携带钱包即可购买东西。”

而且现有的支付基础设施需要改变,因为Target黑客暴露了超过1亿客户’信用卡和借记卡。

If those Target customers had been paying with 贝宝—an option available at stores like Home Depot, but not yet at the discount retailer—they wouldn’马库斯说,他们没有公开过他们的卡号或PIN码。

“我们不’不要与商家分享您的财务详细信息。”他解释说。 “这是我们业务的基础。”

Marcus说,芯片和PIN卡等新系统还可以帮助屏蔽商家的帐号,但不适用于移动应用。因此,贝宝(PayPal)与维萨(Visa),万事达(MasterCard)和美国运通(American Express)合作使用诸如“数字令牌化”之类的替代方法,这是一段短代码,可隐藏卡号,同时为卡网络提供评估风险和处理交易所需的信息。

最后,那里’s Bitcoin. Marcus 详细阐述他的预测 那比特币赢了’在2014年成为真正的货币。对于喜欢设定固定价格的商人来说,其价格波动太大。当它稳定下来时,情况可能会改变。 (情况可能已经发生了变化:本周,电子产品零售商TigerDirect宣布将开始采用比特币。)

For now, Marcus said, Bitcoin is “just a great protocol”—like TCP/IP, the fundamental Internet protocol, but for money. For now, 贝宝 will have to wait until regulators around the globe decide how to handle it before 贝宝 can start transacting in it, he added.

以下是我与Marcus谈话的重点:

和这里’整个演讲的片段:

还有更多有关Marcus的问题? 在Twitter上尝试他.