Likeable social media : how to delight your customers, create an irresistible brand, and be generally amazing on facebook (& other social networks) /
Kerpen, Dave.
New York ; London : McGraw-Hill,
c2011.
Includes bibliographical references and index.
Listen first, and never stop listening -- Way beyond "women 25 to 54": define your target audience better than ever -- Think-and act- like your customer -- Invite your customers to be your first fans -- Engage: create true dialogue with, and between, your customers -- Respond quickly to all bad comments -- Respond to the good comments, too -- Be authentic -- Be honest and transparent -- Should you ask a lot of questions? -- Provide value (yes, for free!) -- Share stories (they're your social currency!) -- Inspire your customers to share stories -- Integrate social media into the entire customer experience -- Use social network ads for greater impact -- Admit when you screw up, then leverage your mistakes -- Consistently deliver excitement, surprise, and delight -- Don't sell! Just make it easy and compelling for customers to buy.
Internet marketing.
Online social networks.
Social media
Customer relations.
Branding (Marketing)