Embed Size (px)
Citation preview
Why It Pays To Be Likeable
Wharton Club of New York March 26, 2012
@DaveKerpen, CEO, @LikeableMediaAuthor of @LikeableBook
Slideshare.net/DaveKerpen
Social Media Realities
• Social media is not free
• Social media will not bring you instant results
• Social media cannot make up for a bad product or service
1. Listen First…
…And Never Stop Listening
• Listening should always be 50% of the conversation
• There’s a different between listening and monitoring
• What’s the cost of not listening?
2. Way Beyond Women 25-54
3. Think (And Act) Like Your Customer
4. Compel Your Customers To Be Your First Fans
5. Engage
6. Respond Quickly To All Negative Comments
7. Respond To Positive Comments TooIn Your Unique Brand Voice
8. Be Authentic
9. Be Honest & Transparent
10. Create Engaging Content
11. Provide Value
• Free value builds trust, reputation, and sales
• Stay consistent
• 5% off is marketing, 50% off is value
12. Every Brand Has A Story
13. Inspire Customers To Share Their Stories
14. Integrate Social Media Into Entire Experience
15. Use Ads For Greater Impact
16. Admit (And Leverage) Mistakes
17. Surprise & Delight
18. Don’t Sell—Compel Customers to Buy
If 18 Rules Are Too Difficult To Remember….
• Listen Up
• Be Transparent
• Respond To Everyone
• Just Be Likeable!
