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Likeable Social Media, Revised and Expanded: How to Delight Your Customers, Create an Irresistible Brand, and Be Amazing on Facebook, Twitter, LinkedIn, Instagram, Pinterest, and More, 2nd Edition by Meg Riedinger, Mallorie Rosenbluth, Carrie Kerpen, Dave Kerpen

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CHAPTER 10

Should You Ask a Lot of Questions?

Entenmann’s is a baked goods company that started in Brooklyn, New York, around the turn of the twentieth century. The company has since grown to become a national brand, and it has created and discontinued tons of products over the years. It has a passionate fan base, whose loyalties sometimes lie with a specific tasty treat rather than with the brand itself.

Recently, an Entenmann’s fan asked, “Why won’t you bring back the Banana Crumb Cake?” on the Entenmann’s Facebook wall. He posted this same question three times in one day. He was so distressed about the Banana Crumb Cake being discontinued, ...

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