Background: In the past decade, Social Media has been an interesting Internet phenomenon. Social Media has increased the ability for Internet users to communicate and interact with one another, allowing them to overcome boundaries that once made communication difficult and slow. It has become a big part of everyday life and has fundamentally changed the way we send and receive information. This transformation has led to businesses acknowledging the need for a change in the way they communicate with their customers.

The purpose of this thesis is to understand what makes a business successful in Social Media and what are the tools that businesses may use in order to communicate with their consumer community.

Method: This study is exploratory and qualitative in nature. Authors conducted a case study research and used an inductive approach in order to answer research questions. Several methods of gathering data are used in the thesis for the full analysis of the case study: interview, survey, netnography (“internet – based ethnography”). Qualitative measures are used to draw conclusions regarding Social Media metrics and consumer engagement.

Conclusion: Authors state that there is no universal communication strategy suitable for every company, but the appropriate one may be build according to the company goals and means. Process of creating the communication strategy should focus on several targets which companies may identify by themselves or with the help of guides. One of those targets is identifying appropriate ways of engaging with the customers with the combination of Brand Awareness, Brand Engagement and Word of Mouth.

Three main parts of the communication strategy are interconnected: Brand Awareness, Brand Engagement and Word of Mouth. Effectiveness of communication strategy (different combination of Brand Awareness, Brand Engagement and Word of Mouth) may be measured by specific metrics or statistical ones. Increasing those interconnected metrics depends on ability to follow the customer needs and the quality of content.

Main B2C Social Media tools nowadays are Facebook, Twitter, YouTube. This thesis found out strong relationship between those three (“Social Media Triangle” model). Company having accounts in each of those networks should use it as a whole and not as separate tools.