TY  - BOOK
AU  - Kerpen, Dave
TI  - Likeable social media: how to delight your customers, create an irresistible brand, and be generally amazing on facebook (and other social networks) 
SN  - 9780071762342
PY  - 2011///
CY  - New York
PB  - McGraw-Hill
KW  - Màrqueting de relacions
KW  - Xarxes socials en línia
KW  - lemac
KW  - Màrqueting digital
KW  - Màrqueting
KW  - Màrqueting viral
KW  - Posicionament (Publicitat)
KW  - Fidelització
N1  - listern first, and never stop listening -- way beyond "woment 25 to 54" define your targer audience better than ever -- think - and act - like your consumer -- invite your customers to be your first tans -- engage: create trude dialogue with, and between, your customers -- respond quickly to all bad comments, too -- be authentic -- be hones and trnsparent -- 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 excietement, surprise, and delight -- dont' sell! just make it easy and compelling for customers to buy
ER  -