by Dave Kerpen | Released June 2011 | ISBN: 9780071804554

The NEW YORK TIMES and USA TODAY BESTSELLERA 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.“Dave Kerpen's insights and clear how-to instructions on building brand popularity by truly engaging with customers on Facebook, Twitter, and the many other social media platforms are nothing short of brilliant.” —JIM McANN, founder of 1-800-FLOWERS.COM and Celebrations.com“Alas, common sense is not so common. Dave takes you on a (sadly, much needed) guided tour of how to be human in a digital world.” —SETH GODIN, author of Poke the Box“Likeable Social Media cuts through the marketing jargon and technical detail to give you what you really need to make sense of this rapidly changing world of digital marketing and communications.” —SCOTT MONTY, Global Digital Communications, Ford Motor Company“Dave gives you what you need: practical, specifi c how-to advice to get people talking about you.” —ANDY SERNOVITZ, author of Word of Mouth Marketing: How Smart Companies Get People Talking Show and hide more

1. Opening 00:00:22
2. Introduction 00:19:46
3. Chapter 1: Listen First, and Never Stop Listening 00:20:32
4. Chapter 2: Way Beyond "Women 25 to 54" 00:23:47
5. Chapter 3: Think and Act Like Your Customer 00:22:04
6. Chapter 4: Invite Your Customers to Be Your First Fans 00:23:32
7. Chapter 5: Engage: Create True Dialogue 00:22:37
8. Chapter 6: Respond Quickly to All Bad Comments 00:20:02
9. Chapter 7: Respond to the Good Comments Too 00:18:29
10. Chapter 8: Be Authentic 00:26:00
11. Chapter 9: Be Honest and Transparent 00:19:29
12. Chapter 10: Should You Ask a Lot of Questions? 00:20:18
13. Chapter 11: Provide Value (Yes, for Free!) 00:20:39
14. Chapter 12: Share Stories (They're Your Social Currency!) 00:20:46
15. Chapter 13: Inspire Your Customers to Share Stories 00:20:11
16. Chapter 14: Integrate Social Media into the Entire Customer Experience 00:20:00
17. Chapter 15: Use Social Network Ads for Greater Impact 00:23:03
18. Chapter 16: Admit When You Screw Up, Then Leverage Your Mistakes 00:18:23
19. Chapter 17: Consistently Deliver Excitement, Surprise, and Delight 00:18:27
20. Chapter 18: Don't Sell! Make It Easy and Compelling for Customers to Buy 00:18:10
21. Conclusion: Just Be Likeable 00:05:23
22. Appendix 00:41:34
23. Close 00:00:36
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