Likeable Social Media, Revised and Expanded: How to Delight Your Customers, Create an Irresistible Brand, and Be Amazing on Facebook, Twitter, LinkedIn, Instagram, Pinterest, and More / Edition 2

by Dave Kerpen, Mallorie Rosenbluth, Meg Riedinger, Carrie Kerpen

Overview

The NEW YORK TIMES and USA TODAY
bestseller—updated with today’s hottest sites!

A friend’s recommendation is more powerful than any advertisement. In the world of Facebook, Twitter, Vine, Instagram, and beyond, that recommendation can travel farther and faster than ever before.
Packed with brand-new case studies from today’s emerging social sites, this updated edition of Likeable
Social Media helps you harness the power of word-of-mouth marketing to transform your business. Listen to your customers and prospects. Deliver value, excitement, and surprise. And most important, learn how to truly engage your customers and help them spread the word.

Product Details

ISBN-13:	9780071836326
Publisher:	McGraw-Hill Professional Publishing
Publication date:	03/19/2015
Edition description:	List
Pages:	304
Product dimensions:	6.00(w) x 8.90(h) x 0.70(d)

About the Author

DAVE KERPEN is CEO of Likeable Local, a social media software company that’s helped thousands of small businesses, and chairman of Likeable Media, a content-as-a-service firm that works with big brands.

MALLORIE ROSENBLUTH is a social media loving, high heel wearing, pink hair rocking, brand obsessed marketer. Her social media work has earned her numerous industry awards, accolades, and speaking engagements.

CARRIE KERPEN is a self-described (Non)trepreneur, author, keynote speaker, and social media expert. She is the CEO and co-founder of social media agency Likeable Media, an award-winning, global agency that works with Fortune 500 clients.

MEG RIEDINGER is the Chief of Staff at Likeable Local and Co-Host and Producer of the award winning social media podcast, Likeable Radio Show.

Table of Contents

Foreword Carrie Kerpen xi

Acknowledgments xiii

Introduction 1

Chapter 1 Listen First, and Never Stop Listening 13

Chapter 2 Way Beyond "Women 25 to 54". Define your Target Audience Better Than Ever 25

Chapter 3 Think-and Act-Like Consumer 39

Chapter 4 Invite Your Customers to be Your First Fans 53

Chapter 5 Engage: Create True Dialogue with, and between, your Customers 67

Chapter 6 Respond Quickly to All Bad Comments 79

Chapter 7 Respond to the Good Comments Too 91

Chapter 8 Be Authentic 103

Chapter 9 Be Honest and Transparent 115

Chapter 10 Should You Ask a Lot of Questions 125

Chapter 11 Provide Value (Yes, for Free!) 137

Chapter 12 Share Stories (They're Your Social Currency!) 147

Chapter 13 Inspire Your Customers to Share Stories 159

Chapter 14 Integrate Social Media into the Entire Customer Experience 171

Chapter 15 Use Social Network Ads for Greater Impact 181

Chapter 16 Admit When You Screw Up, and then Leverage your Mistakes 197

Chapter 17 Consistently Deliver Excitement, Surprise, and Delight 207

Chapter 18 Don't Sell! Just make it Easy and Compelling for Customers to Buy 217

Conclusion: Just be Likeable 227

Appendix: A Refresher Guide to the Social Network that Matter Most 231

Notes 265

Index 267