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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 17

Consistently Deliver Excitement, Surprise, and Delight

I was at a business conference a couple of years ago, tweeting some of the things I was learning throughout, as I always do. One of the speakers recommended the book Built to Last, by Jim Collins, as a must-read. I had heard of it before, and I wanted to remember to buy it while also sharing some of the speaker’s wisdom, so I tweeted, “Recommended Biz Book: Built to Last. Anyone read it?”

I got a few responses, but my favorite was from Jesse Landry, someone who was following me on Twitter and whom I’d never met, who responded, “I’d be happy to overnight my copy to you if you do ...

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