I was in Singapore last weekend for the Barcamp conference and had a spectacular time meeting new people in advertising, marketing, entrepreneurship, web services, and so on. Singapore is a beautiful, clean city that reminds me a lot of the Bay Area, California, and caters well to businesses and techies like myself. I had a blast learning from others about building businesses, social media strategy, travel, and more, then wandering around town with new friends enjoying culinary treasures, but when I got to the airport for my return trip to Bangkok, Thailand, my visit to Singapore came to a frustrating end.
Customer Feedback Falling on Deaf Ears
I checked in with my airline, Jetstar, a cheap carrier in Southeast Asia and Australia—but I was informed that my flight was delayed 3 and a half hours! Rather than the tolerable hour-and-a-half wait I thought I’d spend in the Singapore airport, I was looking at nearly 5 hours twiddling my thumbs hopelessly, and missing an important teleconference call with business partners in the US, Argentina & New Zealand.
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Social media marketing is a great and useful tool for building a company’s brand and managing their reputation if planned and executed correctly. Some companies fear social media because they understand a portion of the brand’s reputation (and control) is in the hands of users. These companies tend to be aware of their service or product flaws and are hesitant to be exposed by unhappy users. These companies won’t succeed using social media unless they plan and execute a campaign to rebuild their reputation after addressing and fixing their known issues.
Recently Twitter launched its 
