Social Media is good term for one-on-one communication with customers and a critical emphasis on survival and productive efforts by all organizations - for-profit, non-profit, educational, governmental, and unions. Marketers have long done this with ads, coupons, in-store discounts, premiums, and other such things. Now many are drilling down and capturing names, email addresses, and individual information.
This audiobook emphasizes how to empower customers and potential customers to reach out to your organization in a two-way dialogue, much like the old Greek Marketplace, where people talked one-on-one and shared ideas that they were passed along.
Social Media emphasizes best practices, how to listen until it hurts, and how to modify one's perspective and that of your organization. From social media, for example, publisher Simply Magazine learned to feature audiobooks versus software, lecture length versus longer length (except in fiction), and to emphasize subject matter such as self-development and health that customers want. Simply Magazine also learned to price high enough for value and low enough for impulse buying.
Social Media makes an important point: let the customer lead you by listening closely, daily, and adjusting as you learn more. Best practices include asking "What does the customer want?" Are you providing it? Are you getting out of the way, so the customer can get what they want?
The book was probably more interesting few years ago, when social media was still a new thing. Someone new to the topic will find it a good introduction though. The narration was not great but clear enough.