What Could Destroy Twitter’s Customer Ecosystem?


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Like any customer ecosystem, the entire multi-billion dollar ecosystem that is based on Twitter is critically dependent on one thing: keeping its end-users happy and coming back for more. We’ve identified four customer-critical activities for which customers use Twitter:twitter's ecosystem

  1. Strut my stuff
  2. Track current events
  3. Get help
  4. Learn from/appreciate others

For each of these, we’ve identified the likely showstoppers—what will stop a customer from continuing to use Twitter. We’ve also posited actions that Twitter and its ecosystem players can take that would support end-users in carrying out these activities as well as the things they shouldn’t do, because they will thwart or annoy Twitter end-users. Take a look at our suggestions and feel free to add your own thoughts. After all, a $2.4 trillion ecosystem depends on keeping tweeters tweeting!

How Valuable and Sustainable Is Twitter’s Customer Ecosystem?
What Is a Twitter End-Customer Worth to Investors?
By Patricia B. Seybold, CEO and Sr. Consultant, November 22, 2013

(Read the short sample and download the full article in PDF.)

Republished with author's permission from original post.

Patricia Seybold
With 30 years of experience consulting to customer-centric executives in technology-aggressive businesses across many industries, Patricia Seybold is a visionary thought leader with the unique ability to spot the impact that technology enablement and customer behavior will have on business trends very early. Seybold provides customer-centric executives within Fortune 1 companies with strategic insights, technology guidance, and best practices.


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