The document discusses 5 strategies for making a brand more likeable on social media: 1) Listen first and never stop listening, 2) Be responsive as responsiveness is not optional, 3) Share stories as they are your social currency, 4) Ask questions to engage your audience, and 5) Consistently deliver excitement, surprise and delight through your content and interactions. Specific examples are provided for how brands like Verizon FIOS, LOFT, and others have successfully implemented these strategies.

1. What I learned at SXSWi
Madison Papple
Apr. 5, 2012

2. Likeable Social Media

3. What does it mean to be
likeable?
The “Cocktail Party” Analogy

4. 5 strategies to
make your brand
more likeable
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5. 1. Listen first,
and never stop
listening
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6. How the Rio listened
…………
@DaveKerpen Sorry about
the bad experience Dave.
Hope the rest of your stay in
Vegas goes well.
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7. 2. Responsiveness
is not a choice
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8. Verizon FiOS:
From foe to fan
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9. Verizon FiOS:
From foe to fan
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10. LOFT:
One size doesn’t fit all
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11. LOFT:
One size doesn’t fit all
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12. …and respond to
the good
comments too.
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13. 3. Share stories
(they're your social
currency)
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14. Story starters
+ How you started
+ What you do for your customers
+ Your key staff
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15. Meet Mary
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16. 4. Ask questions
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17. Bring back Banana Cake!
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18. Bring back Banana Cake!
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19. 5. Consistently
deliver
excitement, surpris
e, and delight
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20. Condom tweets
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21. So remember…
+ Listen up
+ Transparency is the new default
+ Respond to everyone
+ Just be likeable
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22. Thanks
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