Time was not too long ago that a customer’s bad experience with any business or company was relegated to a comment card or a nasty phone call, and occasionally someone would threaten to call the local media if things really got heated. Even then, there was little chance of much fallout as a result. Oh, how times have changed.
In his new book, Likeable Business, Dave Kerpen makes a very strong case for why our “hyperconnected, social-media driven” and more consumer-conscious society requires that all business owners and leaders come to one very important conclusion and that they act accordingly. Being likeable in business today matters and it matters a lot!
“It used to be that a customer shared a bad experience with several friends. Now it’s shared with several hundred,” Kerpen warns. “Or several thousand. Or several million. And companies have no choice but to listen.” Not if they want to succeed long-term anyway.
But being likeable isn’t just about online responsiveness and social media, according to Kerpen. The challenge is multi-faceted. Offline responsiveness—how business’ deal with their consumers and employees when they think no one else is watching—is every bit as important in this day and age. Even whether or not business owners and other head honchos are liked internally by their employees and peers has consequences, perhaps more than ever before.
Unfortunately, Kerpen says, far too many organizations—despite the best of intentions—become less likeable over time, sometimes without their even realizing that it is happening. And while he will concede that many of the ideas in his book aren’t necessarily revolutionary and are in fact somewhat intuitive, that doesn’t mean we all don’t need a well-structured refresher and some serious marching orders on occasion.
This is that book.
Filled with engaging anecdotes—some of them cautionary tales, others inspiring glimpses of likeability done right—Likeable Business lays out the eleven core principles and related action steps any business needs to follow to increase and maintain its likeability in today’s more customer-centric marketplace. If you’re a business opportunity, franchise or other small business owner who can appreciate the pretty much incalculable benefits of “being liked” in today’s fast-paced, techno-crazed world, this quick, fun and informative read really will get you thinking and is truly worthwhile.
Look for Likeable Business: Why Today’s Consumers Demand More and How Leaders Can Deliver at your local library, or pick up a copy today by visiting your local bookstore or clicking here on either of these online retailers: Amazon.com or Barnes and Noble.com.
So, did you find Likeable Business… likeable? Let us know what you think! What are your ideas for becoming and staying likeable in business today? We’d love to hear from you…