In a world where consumers have more choices and higher expectations than ever, a business’s success depends on more than just what it sells—it depends on how it connects with people. This shift toward relationship-driven success is at the heart of Likeable Social Media, Dave Kerpen’s transformative guide for businesses looking to thrive in the digital age. Known for his personal approach to business and marketing, Kerpen draws from his own journey—from his rise as the “Crunch ‘n Munch guy” at Boston sporting events to his status as a respected author and social media expert. His book distills years of experience and research into eleven powerful strategies that teach organizations of any size to connect authentically, exceed customer expectations, and cultivate lasting loyalty.
In Likeable Social Media, Kerpen shows how businesses can create meaningful relationships through strategies that are simple yet impactful. From active listening and storytelling to passion and gratefulness, these principles guide companies toward building customer-centered cultures. Each strategy includes “Kerpen’s Calls”—actionable exercises designed to help leaders embed these values in their teams and everyday business practices. Let’s explore how adopting these eleven strategies can make any business not only more profitable but genuinely likeable.
1. Listening
Kerpen highlights the importance of listening, reminding us of the saying: “We have two ears and one mouth—use them accordingly.” Listening, he argues, is foundational to building strong, trust-based relationships. His approach divides listening into research, feeling, intimacy, and mirroring. Kerpen encourages us to engage in active listening exercises, such as spending meetings in full listening mode to understand others better.
2. Storytelling
Kerpen’s second strategy involves creating emotional connections through storytelling. Customers may forget product details but will remember an inspiring story. Brands that share relatable stories become more tangible and memorable to their audiences. Kerpen recommends identifying and fostering the unique stories that bring a company’s brand to life.
3. Authenticity
According to Kerpen, authenticity is key. Customers are drawn to companies with values that align with their own, and they value sincerity. For leaders, staying true to core values—even in challenging times—is essential to cultivating loyalty. He suggests evaluating how much of our personalities are visible in daily business interactions, a reminder to keep things human.
4. Transparency
Transparency fosters trust. Kerpen advises companies to openly discuss their actions, decisions, and even mistakes, showing accountability and openness to improvement. Sharing insights and challenges builds credibility and trustworthiness, while hiding the truth only erodes it. By embracing transparency, companies create a positive, open environment.
5. Team Playing
Effective leaders prioritize their team’s success over their own recognition. Kerpen highlights the benefits of giving credit to others, boosting team morale, and enhancing overall motivation. A strong, cohesive team that feels valued and supported leads to a healthy workplace culture and sustained business growth.
6. Responsiveness
Prompt and sincere responses are critical to building customer satisfaction. Customers today have multiple platforms to voice their opinions, and Kerpen encourages businesses to actively engage with both positive and negative feedback. Responsiveness signals care and commitment, making customers feel valued.
7. Adaptability
Kerpen emphasizes the need for businesses to stay adaptable in a fast-paced, ever-changing world. Embracing change, staying open to new ideas, and pivoting when necessary are crucial for meeting customers’ evolving needs. Adaptable companies thrive by continuously aligning with shifting customer expectations.
8. Passion
Kerpen suggests that passion is infectious. When employees and leaders genuinely care about their work, customers notice—and often become more loyal. Passion inspires those around us, creating a vibrant atmosphere that can resonate with customers, employees, and partners alike.
9. Surprise and Delight
Kerpen reminds us that 40% of customers leave businesses because of poor experiences. Surprising customers with a little extra care and attention can turn a basic transaction into a memorable one. He advises businesses to give customers something to talk about—moments that exceed expectations.
10. Simplicity
Amid overwhelming choices, customers often crave simplicity. Kerpen advises businesses to focus on what they do best, cutting out the excess. By simplifying their offerings and communication, companies make it easier for customers to choose and connect with them.
11. Gratefulness
Kerpen argues that gratitude can transform relationships with customers and colleagues alike. Simple acts of thanks—like a handwritten note instead of an email—can leave a lasting impression, reinforcing positive relationships and customer loyalty.
Conclusion
Kerpen’s Likeable Social Media offers more than a collection of marketing strategies; it provides a blueprint for creating companies that are not only profitable but also memorable and beloved by their customers. By emphasizing active listening, authenticity, transparency, adaptability, and gratitude, businesses can transform each customer interaction into a meaningful relationship. As Kerpen illustrates, the path to business success lies in connecting with people on a human level, making each experience matter, and constantly seeking ways to improve.
Ultimately, adopting these eleven strategies creates an environment where teams feel valued, leaders are engaged, and customers stay loyal. Kerpen’s approach to building a likeable business is simple but revolutionary: prioritize relationships, show up authentically, and make your customers’ happiness your goal. By following his advice, companies can stand out in competitive markets—not just for their products or services, but for the way they make people feel.
Actionable Takeaways from Likeable Social Media
- Practice Active Listening
Dedicate one meeting to listening more than you talk. Observe body language, reflect on what’s being said, and focus on responding thoughtfully. - Identify Key Brand Stories
Think about stories that best represent your organization and its mission. Begin gathering anecdotes from employees and customers to highlight your company’s impact. - Showcase Authenticity
Audit your messaging to ensure it aligns with your values. Consider ways to bring more of your team’s unique personality into customer interactions. - Be Transparent About Challenges
Share challenges openly with your team and, when appropriate, with customers. This builds trust and demonstrates a commitment to transparency and improvement. - Reward Team Success
Plan regular team-building activities and recognize achievements publicly to strengthen team cohesion and motivation. - Respond Promptly and Personally
Set a goal to reply to customer inquiries within 24 hours. Personalize responses to make each interaction feel valued and unique. - Embrace Adaptability
Regularly solicit team feedback on improving business processes and customer experiences. Implement changes where possible, signaling openness to evolution. - Infuse Passion Into Your Brand
Connect with what drives your customers. Consider the passions and motivations behind their purchases, aligning your service or product messaging accordingly. - Create Moments of Delight
Identify three ways to exceed customer expectations—such as offering personalized recommendations, a thank-you gift, or a surprise discount. - Simplify Offerings
Review your product and service range for anything superfluous. Streamline offerings to ensure clarity, helping customers make easier choices. - Make Gratitude Memorable
Commit to sending personalized thank-you cards or small gestures of appreciation to customers and partners, going beyond the typical email.
If you’ve enjoyed this free summary and would like a complete list of books we’ve summarized, be sure to visit our free book summaries page, or visit our YouTube channel for video summaries of those same books.
Leave a Reply