This is a helpful book for getting up to speed with social media. The take-home message is that caring about your customers will give you a competitive advantage. In fact, go one step further: become a customer concierge and do everything you can to make every one of your customers feel acknowledged, appreciated, and heard.

The compelling reason to be active in social media is that almost 70 percent of people turn to family and friends for advice when making purchasing decisions. By engaging with customers you can generate positive (and profitable) word of mouth by transforming your customers into advocates.

If you are looking for a competitive advantage in the Thank You Economy, here it is:

~ Competitors are bigger? Outcare them.
~ Competitors are cheaper" Outcare them.
~ Competitors have celebrity status and you don't? Outcare them.

One anecdote I liked most came from the success of Zappos. "There are only two things that will convince customers to pay more for something when they could pay less. One is convenience, and the other is an outstanding customer experience."

One anecdote I liked least centered around the social media success of a San Francisco dentist who the author admits to having never met! Not the best example of showing how much he cares that he didn't even bother to conduct primary research.

If you really care about delivering superior customer service, take a look at Delivering Happiness: A Path to Profits, Passion, and Purpose. Check out my four-star review of the journey of Tony Hsieh and the Zappos experience.