This document summarizes a presentation given by Crystal King, the Social Media Manager at Green Mountain Coffee Roasters, at the BlogWell conference in Boston on October 22, 2013. The presentation discusses how Green Mountain uses social media to engage customers and build brand loyalty for its Keurig coffee brand, which generates $1.3 billion in annual sales. Key aspects covered include hiring social media specialists, developing response strategies, addressing customer complaints on social media to turn unhappy customers happy, and measuring cost savings from reducing call center inquiries. Data showed Keurig outpaced competitors in social media love and response rates, helping establish it as a top socially devoted brand.