In this video, McKinsey partners Roxane Divol, David Edelman, and David Court outline the ways in which companies can leverage social media at different points in the consumer decision journey to learn more about their customers, provide exceptional experiences, and foster brand loyalty.
This video is from the interactive, "Making sense of social media" http://bit.ly/IYWM5s on McKinsey.com. Read the related article, "Demystifying social media," http://bit.ly/HRe8jR on the McKinsey Quarterly web site.
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