Learn how to harness the power of social media in this case study excerpted from The Dragonfly Effect, by Jennifer Aaker and Andy Smith.
Companies are spending countless hours and millions of dollars trying to master social media. Is this a revolutionary platform that can drive everything from customer relationships to product development—or just another form of marketing? In a new book titled The Dragonfly Effect, Stanford University marketing professor Jennifer Aaker and marketing strategist Andy Smith seek to answer these questions by examining numerous examples of social media at work, distilling a framework for inspiring infectious action.
One of the four “dragonfly wings” that comprise the authors’ framework and give the book its name is engagement, which they define as “truly making people feel emotionally connected to helping you achieve your goals” through storytelling, authenticity, and establishing a personal connection. Presented here is an excerpt adapted from the book, followed by a discussion between the authors and Dan Singer, a director in McKinsey’s New York office. The conversation focused on lessons useful for leaders seeking to boost their organizations’ marketing effectiveness by engaging customers through social media. The bottom line: using social media to capture people’s attention is different from traditional advertising, and companies that measure the effectiveness of these new channels by simply counting Facebook fans should rethink their approach.