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:
- Strut my stuff
- Track current events
- Get help
- 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.)