Likeable Social Media

About the Author

Dave Kerpen is the co-founder and CEO of Likeable Media, an award-winning social media and word-of-mouth marketing firm with offices in New York, Boston, and Chicago. Likeable Media has worked with thousands of top-level clients to help them harness the power of social media. Kerpen's expertise lies in understanding the dynamics of social networks and leveraging them to create engaging and effective marketing strategies. His book, "Likeable Social Media," shares insights and secrets from his experience to help organizations create irresistible brands and delight their customers.

Kerpen’s approach is rooted in the belief that being likeable is the key to successful social media marketing. He emphasizes the importance of listening to customers, delivering value, and engaging authentically. His work has been recognized for its innovative strategies and practical applications, making him a sought-after speaker and consultant in the field of social media marketing.

Main Idea

"Likeable Social Media" emphasizes the importance of being likeable on social media platforms to harness the power of word-of-mouth marketing. Kerpen argues that by listening to customers, delivering value, and engaging authentically, businesses can create an irresistible brand presence on social networks like Facebook and Twitter. The book provides a comprehensive guide to transforming your social media strategy to delight customers and drive business success.

Kerpen’s philosophy is built on the premise that a friend’s recommendation is more powerful than any advertisement. In the world of social media, these recommendations can spread faster and farther than ever before. By creating a likeable brand, businesses can foster customer loyalty, encourage positive word-of-mouth, and ultimately achieve greater visibility and success.

Table of Contents

1. Introduction: The Power of Being Likeable
2. Listen First and Never Stop Listening
3. Think and Act Like Your Consumer
4. Invite Your Customers to Be Your First Fans
5. Create True Dialogue With and Between Your Customers
6. Respond Quickly to All Bad Comments
7. Respond to the Good Comments, Too
8. Be Honest and Transparent
9. Provide Value (Yes, for Free!)
10. Integrate Social Media Into the Entire Customer Experience
11. Admit When You Screw Up, Then Leverage Your Mistakes
12. Don't Sell! Just Make It Easy and Compelling for Customers to Buy

Listen First and Never Stop Listening

Kerpen emphasizes that the cornerstone of a successful social media strategy is to listen first. By tuning into the spontaneous chatter on social media, businesses can gain valuable insights into customer needs, preferences, and problems. This listening is not a one-time effort but a continuous process that helps businesses stay attuned to their audience.

"At best, by not listening, you're not leveraging potential opportunities for growth, damage control or both. At worst, you're causing your customers and prospects to turn to your competitors." - Dave Kerpen

Kerpen explains that the cost of not listening can be significant, from missed opportunities to damaged brand reputation. He encourages businesses to utilize the vast amount of data available through social media to refine their marketing strategies and improve customer engagement.

• Monitoring social media conversations to understand customer pain points.
• Using feedback to improve products, services, and customer interactions.
• Engaging with customers based on their expressed interests and concerns.

Think and Act Like Your Consumer

Kerpen advises marketers to stop thinking like marketers and start thinking like consumers. This means creating content that is valuable, interesting, and relevant from the consumer's perspective. He emphasizes the importance of authenticity and relevance in all communications.