My first tweet – yep, that really is they call the short messages Twitter carries – was about NetSuite, an online application that is great in many respects, but a nightmare to configure in some.

The next morning I had to call NetSuite about some other work related stuff. The marketing manager in Sydney had already received a message sent from the US asking them to find out what was bugging me about NetSuite and offering to help me.

Not bad. Not bad at all.

Actually a pretty good day for both Twitter and NetSuite.

It is time to recognise that there is a customer ecosystem (or is there, participants?) that provides empowered customers who are increasingly interested in making their own choices in how they interact with companies that they do business with.

That means that not only does the company need to provide the goods and services, but the tools and culture to make the experience of that customer one of paramount and unparalleled value to that customer and thus to the company in return.