A brief overview of Twitter from a Services Marketing perspective.

2. What?
“A short burst of inconsequential information"
 Online Service
 Social Networking & Micro-blogging
 Enables its users to send and read messages

3. Target
 Anyone & Everyone
 User base mainly comprises of youth and
businesses

4. Service Concept
 Ability to stay in touch with friends and family
 Share something interesting
 News & latest buzz
 For businesses it offers the ability to connect
with the consumers

5. Positioning
 Quick and easy way of communicating with
friends
 Free to use
 Anyone can use

6. HR Management
 Small work force
 Big emphasis on employee satisfaction
 Pick talent from other web companies
 High remuneration & Exciting work

7. Marketing Communication
 Viral marketing
 Users are encouraged to invite others to join
up for the service
 Tie-up with festivals and conferences to
promote usage
 Free publicity by coverage in media
 Third-party applications

8. Customer Satisfaction
 Retention rate of 40%
 High level of advocacy by frequent users
 Frequent outages in the recent times have
raised questions about growth

9. The Good
 Free
 Simple
 Intuitive
 Open
 @priyankachopra is on Twitter

10. The Bad
 Not profitable, yet
 Redundancy
 Scale-up
 Poor retention rate
 @BuyGoogleWealthMaker is also on Twitter

11. What’s Next?
 Expanding user base offers potential to
monetize the service
 Revenue expected to be $4mn by Q4 2009
 Featured ‘tweets’ for businesses