TurboTax on Twitter, who cares?
Chris Brogan noticed that Turbo Tax is on Twitter, describing it as:
I just noticed TurboTax Support has a Twitter account. How brilliant. It’s software. Software users (a reasonably high percentage of them) can potentially be online. Ergo, put “ears” into Twitter and be ready to respond. Brilliant. Truly.
It is a good idea but then I look at the number of TurboTax Twitter followers and realize that while edge cases like myself my find Twitter a great resource, only 93 of its customers feel the same way. That’s the number of TurboTax Twitter followers out of how many million customers? It just goes to show that while the bubble crowd might find something useful doesn’t mean the rest of the world feels the same way.
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While I find Chris Brogan’s description unsurprisingly OTT (”brilliant”?!), I don’t think this is a bad idea. As you know, not all eyeballs are created equal, and I doubt the Twitter account is that work-intensive. Making it easy for customers to have an unscripted exchange with you – whether it’s online or offline – is a no-brainer. Nothing brilliant about it by a long shot.
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True indeed. Maybe someone should build a theoretical model that could help evaluate when an edge becomes a trend becomes a minority becomes a segment becomes mainstream….and when an edge is indeed as you suggest a bubble.
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I wonder how useful company or product tweeter feeds are really are. Yes, it shows commitment to engaging with customers, but how many channels do you need to be engaging on to be transparent and available? TurboTax on Twitter makes sense and it’s a nice idea, but what do 93 people (now 104) mean to a company with so many customers?
I’m a huge fan of twitter (I’m @skalik), but how do you show value here?
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Jet Blue has found good utility
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