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Library JournalHere Kerpen draws from the communication lessons he presented in his first book, Likeable Social Media, and shows how the same principles apply to business leadership. The book argues that businesses and business CEOs must focus on 11 key factors in order to satisfy their customers. Caring about customers only when something goes wrong isn’t good enough. Kerpen’s aspired leadership traits include authenticity, passion, team playing, gratefulness, and listening, among others; he provides examples from his company, Likeable Media, and others to demonstrate their practical application. For instance, in 2011, Netflix decided its DVD-by-mail and streaming services would become separate companies. Customers expressed disapproval, and the CEO quickly reversed the plan. Netflix services remain unified. Each chapter ends with social tools and action items to help readers get started.
Verdict An excellent book for anyone working in customer service, Kerpen’s work provides original ways of thinking about everyday actions. Recommended.—Leigh Mihlrad, National Insts. of Health, Bethesda, MD
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