Jack Dorsey says it’s time to rethink the fundamental dynamics of Twitter

Re:Jack Dorsey says it’s time to rethink the fundamental dyn... by philpem on Wednesday April 17, 2019 @04:29AM (#19680761)

To put it bluntly -- the prevailing mindset is that customer support is a cost-centre. It's hard to reliably measure customer satisfaction, so its value is misunderstood.

And if you're the only game in town with your own little walled garden, and everyone in your industry has entirely automated (read: low opex) support, where's the incentive to do better?

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Re:Jack Dorsey says it’s time to rethink the fundamental dyn... by aestetix on Wednesday April 17, 2019 @04:44AM (#19680818)

Which is partly because the business model is selling data to large companies and data brokers, not providing a service to the "customers" (users). And then you get places like Facebook that are themselves data brokers, and sell access to the data so they can claim they aren't Acxiom.

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