LIKEABLE SOCIAL MEDIA: HOW TO DELIGHT YO(ISBN=9780071762342)

  　A friend’s recommendation is more powerful than any advertisement. In the world of Facebook, Twitter, and beyond, that recommendation can travel farther—and faster—than ever before.

　　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 is cofounder and CEO of Likeable Media, an award-winning social media and word-of-mouth marketing firm with offices in New York, Boston, and Chicago.

Acknowledgments
Introduction
Listen First, and Never Stop Listening
Way Beyond "Women 25 to 54": Define Your Target Audience Better than Ever
Think--and Act--Like Your Consumer
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
Conclusion: Just Be Likeable
Appendix: A Refresher Guide to the Social Networks That Matter Most
Notes
Index