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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 7

Respond to the Good Comments Too

“Excuse me, sir,” a well-dressed woman says to you in the aisle of your department store. “I just wanted to take a moment to thank you for everything you and your company have done for me throughout the years. I am a longtime, happy customer—and you’ve truly brought joy to my life. Thanks, and keep up the great work.” You stare at her with a blank expression on your face, then turn and quickly walk away in fear there may be a complaining customer that you need to attend to elsewhere in the store.

This situation is absurd, of course, and it would never happen. You’d never reject a happy customer. Instead, ...

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