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7 Simple
Social Concepts
To Grow
Your Business
Fortune Leadership Summit, May 2013
@DaveKerpen, CEO, @LikeableLocal and Chairman, @LikeableMedia
Author of 2 @LikeableBook’s
dave@likeable.com / Slidehare.net/DaveKerpen
#Likeable #LS13
#Likeable #LS13
#Likeable #LS13
Listen.
Respond.
Tell Stories.
Be Transparent.
Work Hard. Play Hard.
Be Grateful.
Let’s Poll!
Be Authentic.
Listen First and
Never Stop Listening.
“When people talk, listen
completely. Most people never
listen.”
- Ernest Hemingway
#Likeable #LS13
Listen To
Your Prospects.
#Likeable #LS13
Listen To
Your Customers.
#Likeable #LS13
Your Customers
are Asking for You.
#Likeable #LS13
The KPI’s
of Listening.
#Likeable #LS13
“Life is ten percent what happens to you
and ninety percent how you respond to
it.”
- Charles Swindoll
Respond.
#Likeable #LS13
To Everyone.
Responsiveness
Is No Longer Optional.
#Likeable #LS13
#Likeable #LS13
Is This Customer Service
or Marketing?
The 4 Most Important Words
In Business:
I’m Sorry & Thank You.
#Likeable #LS13
#Likeable #LS13
Respond To Positive Comments Too.
In Your Unique Brand Voice.
#Likeable #LS13
#Likeable #LS13
Join a Conversation.
#Likeable #LS13
Listening
and
Responding
Workshop.
#Likeable #LS13
“Storytelling is the most powerful
way to put ideas into the world
today.”
- Robert McAfee Brown
Tell.
#Likeable #LS13
Don’t Sell.
My
Story.
#Likeable #LS13
TV vs Online Video for Storytelling.
#Likeable #LS13
Stories
You Can Tell.
Your humble beginnings.
Customers who have overcome obstacles.
Employee challenges.
Inside the lives of leadership.
Community and charity partnerships.
#Likeable #LS13
Where To Tell Your Story.
#Likeable #LS13
Blog.
Company Website.
Webinars.
E-Books.
Whitepapers.
Infographics.
Facebook.
Pinterest.
LinkedIn.
YouTube.
Twitter.
Hemingway: For sale. Baby Shoes. Never Worn
Workshop.
#Likeable #LS13
Storytelling
Be Transparent.
“As a small businessperson, you have
no greater leverage than the truth.”
- John Greenleaf Whittier
#Likeable #LS13
Create
an Open
Atmosphere.
#Likeable #LS13
#Likeable
The Truth
Shall Set You Free.
#Likeable #LS13
Transparency
Workshop.
#Likeable #LS13
Be Authentic.
“I had no idea that being your
authentic self could make me as
rich as I’ve become. If I had, I’d
have done it a lot earlier.”
- Oprah Winfrey
#Likeable #LS13
Take the team away.
Be vulnerable.
#Likeable #LS13
Be You.
@dens
#Likeable #LS13
Online & Offline, In Public & In Private.
Work Hard. Play Hard.
“Individuals play the game, but
teams beat the odds.”
-SEAL Team Saying
#Likeable #LS13
(Together).
Do the (Likeable)
Harlem Shake!
#Likeable #LS13
Host a
Hackathon.
#Likeable #LS13
Authenticity and
Team Playing
Workshop.
#Likeable #LS13
Be Grateful.
“I would maintain that thanks are the
highest form of thought, and that gratitude
is happiness doubled by wonder.”
- Gilbert K. Chesterton
#Likeable #LS13
Those who received
handwritten thank you
notes were 38% more
likely to donate again!
Donor’s Choose:
R.O.I. of Gratitude
#Likeable #LS13
The original social
media.
#Likeable
Gratefulness
Workshop
The Original Social Media.
#Likeable #LS13
Listen.
Respond.
Tell Stories.
Be Transparent.
Be Authentic.
Work Hard. Play Hard.
Be Grateful.
#Likeable #LS13
Just Remember:
“How dare you settle for less
when the world has made it so
easy for you to be remarkable?”
-Seth Godin
#Likeable
Thank You!
Feedback / Questions / Grand Prize
@DaveKerpen
dave@likeable.com
LinkedIn.com/in/Dav
eKerpen
#Likeable #LS13

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7 Simple Social Concepts to Grow Your Business

Editor's Notes

  1. Summer 2011Price hike for all servicesDVD rentals and streaming services split (DVD mailing now called Qwikster)Customers outraged (took to social media)CEO Reed Hastings apologizedKept price hike, got rid of QwiksterAll too often, businesses will take a bad idea and run with it—only to have to come back later and pick up the pieces.But Hastings decided to cut his losses rather than draw them out. Not only was his decisionrefreshing, but it proved to be the best plan for his business in the long run: after losing 800,000 afterannouncing Qwikster, Netflix gained a net 610,000 customers in Q4 of 2011.
  2. “All those that have ever worked with Michael Dell, and have experienced him first-hand, havesaid he's one of the most intense listeners you'll ever meet. He just insists upon listening over talking. Iworked with a Dell country manager from the Netherlands who had a meeting with Dell. He didn't sayanything at all for 45 minutes. When he finally spoke, he asked one question that simply cut through theBS.” - Verne2 KPIs: First, measure the number of minutes you spend listening compared to talking. Second, measure the ratio of questionsyou ask versus answers you give. The more questions you ask, the better you’re listening.
  3. Turn to the person next to you and tell them your company’s story.
  4. After Research In Motion (RIM) CEO Thorsten Heins took the reins of the company, heintroduced himself via video with the same rhetoric RIM had been repeating for ages about howeverything was going to be fine. Wall Street reacted negatively, with stock prices falling 13 percent.xxiInvestors were clearly displeased with the PR-canned messaging. Heins later clarified his message in aninterview, admitting that there had indeed been a shift in the mobile market and that because RIM had notrecognized it initially, the company had lost its competitive advantage. But, he said, there would be manychanges coming, both in structure and products, to help counteract this shift. Stock prices reactedpositively, climbing three percent.
  5. Turn to the person next to you and tell them one thing you’ve never told anyone else about yourself.
  6. http://www.youtube.com/watch?v=BHxquD0q2NM
  7. The “hacker way” has defined the culture of the company. The foundation of the “hacker way” culture is the hackathon, an all-nighter that occurs every fewmonths at the company. There’s only one rule at a hackathon: no one is allowed to work on anything heor she normally does. This is the chance for Facebook engineers to try out a crazy idea and create newproducts to show Zuckerberg and othermanagers. This intense event has resulted in many of Facebook’shigh-profile features, including, more recently,Timeline.
  8. Think of an activity that you can do with your team
  9. Verne Harnish gave money and got back 10X back in return.http://www.youtube.com/watch?v=8YcvuxN-T28
  10. Take a thank you card and write a note expressing gratitude for one person in your life.