A few weeks ago an announcement was made regarding the fact that Disney had acquired Lucasfilm, home of the Star Wars and Indiana Jones franchises. Anybody who, like me, is a Disney fan will know that all of this goes together like peanut butter and jelly. My most treasured pin is Minnie Mouse as the classic Star Wars Princess Leia but that’s just one example of how the two universes have collided. However, what surprised me were the negative remarks from many of my friends and colleagues about what a disaster this was. The comments focused on all the various ways that Disney would betray the Star Wars fans, from commercialisation to characterisation, but it was all negative.
As somebody who is both a lifelong Star Wars fan (I adore all of the films from I to VI. I was 5 when Star Wars came out and I went to the cinema 4 times to see it. My son was 7 when Episode I came out so he grew up watching those, with me enjoying his enjoyment) and a huge Disney fan, this seemed a match made in heaven. I honestly couldn’t understand why people had such issues about things. (I should qualify I am also a huge Pixar and Marvel fan and I think Disney has handled both of those acquisitions exceptionally well.)
As I started to chat with people I realised that their issues were more around trust; they simply didn’t feel they could trust Disney to treat the Star Wars universe and everything it represents with the reverence, love and affection that they feel for it. This struck a chord with me around how our customers often identify with cloud services. If a customer doesn’t feel that a cloud provider has the same reverence, love and affection for their data that they do, they will never move to the cloud.
The fundamental foundation on which any cloud service is built is trust between the provider and their customers. This has to be considered in every single aspect of what a service provider does: security, physical access, portals, support, reporting, everything. The service provider must constantly and persistently demonstrate that everything they do and say is focused on treating their customer’s data with the same value and reverence that the customer would attach to that information.
Who wants their company to be the Jar Jar Binks of cloud providers, still spoken about with such distaste even after all these years? No matter how well intentioned, if it is not what your customers want or expect and the trust is broken, sometimes repairing that trust can be impossible.