What Could Destroy Twitter’s Customer Ecosystem?
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.)
Nobody can predict the future, but there are (at least) a couple of starkly contrasting ways to look at the situation discussed. The older one is that there will be a cycle whereby the incumbents arer endered relatively irrelevant. In the newer one, the frontier is sufficiently settled by the entrenched establishment. What's your take? It may be a matter of outlook, but I can't say.