I just had a pleasant customer service experience with United Airlines through Twitter’s direct messaging feature (no I wasn’t asking about whether I could wear leggings on the plane). That’s the first positive thing you hear from me about Twitter since I stopped tweeting and consuming my timeline in November 2016.
This positive and highly time-saving experience in comparison to a traditional call or email brought me to a radical idea: Twitter should abandon the whole timeline and tweet concept altogether and focus entirely on becoming the world’s major service that connects every single consumer business, from large organizations with hundreds of thousands of employees to the mom-and-pop shop, with their customers.
Twitter has everything that is needed: The brands, the brand recognition among consumers as well as organizations, the technology, the sales force and a good install base of a couple of hundred million smartphones to start with. By becoming the definite customer support platform and thereby saving companies huge amounts of money, Twitter can charge businesses modest fees and increase the potential revenue per participating business almost infinitely considering the opportunities for b2c direct sales, market research and loyalty activities. In the example above, Twitter should now provide the airline with all kinds of tools to leverage the established contact. The limits really are only in one’s imagination and in my acceptance of commercial approaches – but I wouldn’t mind at all to get personalized fare suggestions from United, for example. Continue Reading