Likeable Social Media, Revised and Expanded: How to Delight Your Customers, Create an Irresistible Brand, and Be Amazing on Facebook, Twitter, LinkedIn,, 2nd Edition

 

Introduction

 

 

 

 

 

I was standing in line to check in at Las Vegas’s then-trendiest hotel in town, the Aria, for nearly an hour. It was June 2010, and I had just arrived after a twice-delayed six-hour flight from New York. I was tired and annoyed, and the last thing I wanted to do was waste an hour of my life waiting in line. Frustrated, I pulled out my smartphone and tweeted, “No Vegas hotel could be worth this long wait. Over an hour to check in at the Aria. #Fail.”

Interestingly enough, the Aria didn’t tweet back to me, but a competitor did. I saw a tweet from the Rio Hotel just two minutes later. If you’re anything like most people with whom I’ve shared this story, you’re probably thinking, “What did the Rio tweet, ‘Come on over, ...