The document discusses 7 simple concepts for building a likeable business: listen, be responsive, tell stories instead of selling, be transparent, be authentic, work as a team, and be grateful. It provides examples and advice for each concept, such as listening to staff, customers, and fans; responding quickly using LAST (listen, apologize, solve, thank); telling company stories through various channels; being vulnerable and truthful; embracing authenticity; hosting team-building activities; and expressing gratitude through handwritten thank you notes. The overall message is that incorporating these social concepts can help a business become more likeable.

1. Why It Pays to Be Likeable:
7 Simple Social Concepts
@DaveKerpen
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2. #INCMTY

3. 7 Simple Concepts to Build A
Likeable Business.
Listen.
Be Responsive.
Tell, Don’t Sell.
Be Transparent.
Be Authentic.
Be a Team.
Be Grateful.
#INCMTY

4. “When people talk, listen completely.
Most people never listen.”
- Ernest Hemingway
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5. 1. Listen First and Never Stop Listening.
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6. Listen To Your Staff.
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7. Listen To Your Customers.
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8. Listen To Your Fans.
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9. Surprise and Delight Your Customers.
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10. “Life is 10% what happens to you and
90% how your react to it.”
- Charles R. Swindoll
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11. 2. Responsiveness Is No Longer Optional.
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12. #INCMTY

13. LAST: Listen, Apologize, Solve, Thank.
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14. Respond To Positive Comments Too.
In your unique brand voice.
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15. “Storytelling is the most powerful way
to put ideas into the world today.”
- Robert McAfee Brown
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16. 3. Tell.
Don’t
Sell.
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17. Every Brand Has
Many Stories to Tell.
- Your humble beginnings
- Customers who have overcome obstacles
- Employee challenges
- Inside the lives of leadership
- Community & charity partnerships
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18. Use Social & Online Tools
to Tell Your Story.
- Website
- Social Networks
- Online Video
- Pictures
- Webinars
- eBooks & Whitepapers
- Tweets
“For sale: Baby shoes. Never worn.”
- Ernest Hemingway
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19. Inspire Your Customers to Share Your Stories.
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20. “As a small business person, you have
no greater leverage than the truth.”
-John Greenleaf Whittier
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21. 4. Be Transparent. Be Vulnerable.
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22. #INCMTY

23. The Truth Shall Set You Free.
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24. “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
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25. 5. Be Authentic: Just Be You.
@dens
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26. Be Vulnerable.
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27. “Individuals play the game, but the teams
beat the odds.”
- SEAL Team Playing
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28. 6. Work Hard. Play Hard. Together.
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29. Host A Hackathon.
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30. “I would maintain that thanks are the
highest form of thought, and that gratitude
is happiness doubled by wonder.
- GK Chesterton
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31. 7. Thank You.
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32. The Original Social Media.
Donors Choose, R.O.I. of Gratitude.
Those who
received
handwritten
thank you notes
were 38% more
likely to donate
again!
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33. Listen.
Be Responsive.
Tell, Don’t Sell.
Be Transparent.
Be Authentic.
Be a Team.
Be Grateful.
#INCMTY

34. THANK
YOU/GRAND
PRIZE!
Dave Kerpen
@Davekerpen
Dave@likeable.com Slideshare.com/
davekerpen
http://LikeableLeaders.com
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