The document discusses the importance of being likeable on social media. It notes that social media requires ongoing effort, responsiveness to customers, providing value through deals and surprises, and compelling customers rather than directly selling to them. The goal is to build a likeable brand through actively listening to customers and responding to both positive and negative feedback in a brand-appropriate voice.

1. Why It Pays To Be
Likeable
TEDxSetonHall
April 21, 2012
@DaveKerpen, CEO, @LikeableMedia
Author of @LikeableBook
Slideshare.net/DaveKerpen

2. 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
#Likeable #TEDxSHU

3. Listen First, And Never Stop Listening
#Likeable #TEDxSHU

4. Responsiveness Is Not A Choice
#Likeable #TEDxSHU

5. #Likeable #TEDxSHU

6. Respond To Positive Comments Too
In Your Unique Brand Voice
#Likeable #TEDxSHU

7. The 4 Most Important Words In Social Media:
“I’m Sorry” & “Thank You”
#Likeable #TEDxSHU

8. Provide Value
10% Off = Marketing
50% Off = Value
100% Off = Loyal customer for life
#Likeable #TEDxSHU

9. Surprise & Delight
• Incentivized fans to take action
• Created meaningful engagement
leading to an increase in sales
• Free Chill Zone day increased
sales 23% over previous Friday
• 50% of sales attributed to
Facebook
#Likeable #TEDxSHU

10. Don’t Sell—Compel Customers to Buy
#Likeable #TEDxSHU

11. A Likeable Brand
#Likeable #TEDxSHU

12. Thank You!
Feedback/Grand Prize
@DaveKerpen
FB.com/LikeableMedia
@LikeableMedia
dave@likeable.com
212-660-2458