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Four years ago, I had the great privilege of standing alongside an amazing leadership team in New York City as Boingo rang the NASDAQ opening bell in celebration of going public. As anyone involved in a venture-backed business will tell you, the road from start-up to IPO is incredibly difficult. In fact, only 5% of VC-backed companies ever go public. So the fact that Boingo succeeded where so many others have failed was not simply the result of a great idea, good timing, sound leadership and patient investors. It included plenty of luck, too. And believe me, every one of us who had a hand in Boingo’s journey from start-up to IPO felt very lucky that day. But in many ways, it was a day like any other. That’s because – as I shared with our team many times – “going public” was never Boingo’s ultimate goal. It was just one more step in the ongoing journey of building a great company. That’s really important. Because if we felt we’d “arrived” on May 3, 2011, then we wouldn’t have been prepared to take on the significant headwinds that blew our way not long after going public. Boingo was built on

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Need to Reach Boingo? Send Us a Tweet!


With 300 million people on Facebook, 8 million daily visitors on Twitter, and 40 million members on LinkedIn, social media is now the #1 online activity in the world (over porn). Just imagine the number of conversations taking place at any given time as people keep in touch with friends and family, share information, and express themselves. But social media is no longer just about making conversation; it has become an important channel for customers to communicate with companies. According to a recent USA Today article, 58% of survey respondents said if they tweeted about a bad experience, “they would like the company to respond to their comment.” Frankly, it surprises me that *only* 58% of Twitterers expect to be heard when they have a complaint. The fact is, many of you are reaching out to Boingo via social media sites, and our goal is to respond to all of you. Here are some examples of how we’ve got our ear to the social media ground: A customer at the airport had trouble connecting to Boingo on his smartphone and tweeted about it. We responded and determined (yes, in 140 characters) that the user needed to update his Boingo Mobile