Scoot provides a brilliant case study in how to use social media to build a community and keep them engaged – all before they have even sold a single airfare. All businesses could learn a thing or two about how to use social media, and Facebook in particular from these guys.

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Gasp, an Australian fashion retailer, has come under fire for an episode of extremely poor and overtly bitchy customer service. It has spawned an outcry in the social media world, but suspicion is rising that it must be a PR stunt. It was the first thought I had when I read the story, and it seems that others are thinking the same. Stunt or not, has it been successful for the brand? Is it another social media case study that will go down in history as a great success?

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