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social media

We are all envious of the big brands on social media that aren’t afraid to respond to fan content with total honesty. Wendy’s has gone viral many times for their non-traditional way of engaging with people online. Our office gets a good laugh over their conversations with fans and other brands. We enjoy it so much, we decided it would be fun to blog about. So in a light-hearted, fun, and less formal post…enjoy!

Viral Posts

There have been a few times that people have tagged Wendy’s and the outcome surprised them. Take Carter for example. He originally tweeted them to see how many retweets he needed to get free chicken nuggets for a year. It wasn’t long before the hashtag #Nuggs4Carter went viral and other brands even tweeted at him including Amazon. The end result? His tweet received 3.42 million retweets which took the title for most retweeted of all-time. Carter got his “nuggs” and Wendy’s name was all over it.

big brands on social media

Negative Comments

Wendy’s isn’t afraid to tell people what they’re really thinking. Some people even ask for Wendy’s to roast them. See below!

As a brand, everyone is accustom to receiving negative feedback and content. With that being said, everyone can’t respond this way. Find some insight here on responding to negative content.

Trolling Other Brands

The rivalries in the Fast Food Industry are stronger than ever and Wendy’s never misses an opportunity to troll these brands.

McDonald’s had a typo tweet and Wendy’s jumped on a response quickly. Their tweet got 271,000 retweets and gave many a good laugh at McDonald’s expense.

big brands on social media

There have been a few brave brands that tried taking their stab at Wendy’s. Some were quick to regret it…others turned into rap battles but that’s another conversation.

They aren’t always making fun of other brands though. Sometimes they just engage in good fun. Recently, Burger King tweeted at them. The conversation that ensued not only got a lot of engagement but also ended with quite a few news articles including, Adweek, People Magazine, and Delish.

Brand Personality

There are endless examples of witty Wendy on social media but it’s safe to say this has become what Wendy’s is known for online. They have taken their social media, especially their twitter and turned it into an extremely engaging and entertaining platform for fans. All while promoting their brand. How could you start engaging more for your brand? Click here to find out.

Overall, some big brands have the ability to pull off this light-hearted and sarcastic humor with fans. Fair warning, this is not a luxury that all brands have and we don’t recommend jumping into the sarcasm without testing it first.

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social media

Responding to Negative Feedback

Last week, I discussed 
the importance of social listening for your brand. This topic sparked a further discussion into responding to negative feedback. Here are a few things to keep in mind when you are faced with negative content.


Don’t Take it Personally

Dealing with negativity can be very challenging especially when someone types a comment or post out of anger. Remind yourself to stay calm and not to take it personally. People get behind their keyboard and go at a brand while forgetting a person is on the other side of it too. If you react in your response, you will only escalate a situation. Another thing to keep in mind is that some people exaggerate situations in the hopes of free stuff. This is not true for all. Some people are genuinely bringing an issue to your attention. This is an important reminder before drafting a response.  


Write a Response and Proof it

I find it works best if you read the negative comment, review, or post at least twice. This helps make sure you understand what the issue is. Then you can write a response that fits. It’s good to apologize especially if their experience sounds like it wasn’t up to your brand standard. When looking further into their visit, don’t be afraid to ask for specifics like which locate, date and time. It’s also a good idea to have them private message you. This allows you to discuss the issue in more detail and get more information without outside commentary. Always proofread your response before sending (there is nothing worse than a typo to an angry customer).  Lastly, some instances will require you to follow up with the person. It is very important to do so. It shows their feedback actually matters and that is really what most people are looking for.


Know When to Stop Responding

There are situations where people will refuse to private message you. They will continually comment on a post or review and seem to ignore any response you give them. Use your discretion when dealing with these types of situations. You won’t be able to make amends with everyone situation that comes up but if you tried responding, that is all you can do. Don’t get in an ongoing debate.


The “Hide” Option is Your Friend

Some people just like to post their rude comments. For example, we have posted pictures of food for our clients and every once in a while get someone that comments “ew gross”. Mind you, numerous other comments specify how delicious but there always has to be the person to rock the boat. These are comments we tend to let them be. This person isn’t sharing about an experience, they don’t have any constructive criticism. This is when the hide button comes in handy. We hide these comments to deter unnecessary negativity on the page.



The responses needed for negative content vary but if you stay calm, unbiased, and kind, you will have an easier time dealing with these situations. Most of the time, you’ll turn an unsatisfied customer into an appreciative fan who felt their opinion matter. This will go a long way in terms of the loyalty of your customers.

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social media

The Importance of Social Listening
One of the most important things you can do for your brand is social listening. This is an opportunity for you to interact with fans on your social media pages. If you aren’t doing this, I am going to tell you the importance of social listening in the hopes you’ll see what you’re missing out on.


What is it?

Social listening is when you go through your notifications and content on your social pages to respond to comments, interact with posts, and check reviews. By doing this, you are able to monitor what people are saying about your brand online and respond. I usually do this twice a day, morning and late afternoon, unless a situation calls for immediate action.


Why is it important?

As I previously mentioned, I feel like social listening is one of the most important things we do and one of the most valuable things for our clients. It takes a lot of time to go through all your content and pages but if you can stay on top of it, you are more in control of your brand’s online presence. Social listening gives us the chance to thank customers who leave a great review and we get a chance to start a conversation with the customers whose experience wasn’t to their liking.

The positive comments give you insight into what fans like about your brand which can be used in future posts. It is also nice to share with your team when a customer gives a shout out to an employee for a job well done. My favorite part is the fun conversations that can stem from a fan comment. I love following a witty comment up with a gif. Our client, Roosters Wings, is a casual sports bar with fans who are a lot of fun to engage with. Here are two examples:

The Importance of Social Listening

Even if you just react to a fan comment, that goes a long way to show you are reading what they’re saying. We’ve had fans reply to their original comment after we liked it because they were so excited. Why does an extra comment matter? It means more engagement and content reach is all driven by engagement. You’re not only talking with a fan but you’re getting your posts shown to more people.


With that being said, you don’t get the good without the bad…

People get online to say everything and anything these days. They update their profiles with their daily to-dos and most likely what they’ve eaten that day. With the level of sharing going on, people aren’t going to miss their chance to share about having a bad experience. While you can’t stop the negative comments and reviews from happening, you can change the outcome of the situation. You can do this simply by responding. Most people really just want to be heard. I could go on about the negative content and could honestly write a whole blog on that alone…come back next week for the full overview on responding to negative content!


How can I start social listening?

First, you should look at your profiles to see when fans are interacting the most. This will help you determine how often and when you should social listen. Second, go through your notifications and see how people are interacting with your content. Start responding to any comments, messages, or reviews but use your discretion on how long ago some of them were left. Lastly, set a schedule to check your profiles. This will help get you in the habit of checking and consistency is key.

It’s not too late to start doing this for your brand and you will be surprised by the interactions that come out of it. Social media is a great tool to turn fans into loyal customers.

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networking, social media
Networking for Your Business Online

You attend a networking event and utilize all the tips previously discussed but how should you be networking for your business online?

What should you do next?

The day following an event, I take all the business cards I received and add them on LinkedIn. While doing this, I review the small notes I left on the cards as a reminder of who I met. This also allows me to follow-up where necessary. For example, someone may have asked for more information regarding a topic you discussed. It is extremely important to show people you are a person of your word. This is true in all aspects of life but especially when it comes to doing business. This is an industry that experiences a lot of false promises. Don’t be that person.

Why are connections important?

It is easy to think you are just hitting the connect button on LinkedIn and nothing more but this is the next step to having a relationship with a potential client. Plus, this will help you know more familiar faces during the next event you attend. Soon you will have a network once you walk into a room. From there, it is the dominion effect. Those people can introduce you to their acquaintances. Those people then become connections and your network grows.  


Are you ready?

Sure, you feel better about attending an event with new tips and getting the experience under your belt. The question is are you ready to connect online? Is your profile ready for visitors? You meet someone at a business networking event and go to their LinkedIn profile to find a duck-lip selfie as their profile picture. Not a great follow up. Here are a few tips to have a professionally polished profile:


Tip #1

An updated professional headshot is best for a business profile. If you aren’t able to have a professional one, you should still be in business attire in front of a plain background. Your car is not a suitable background. I would like to emphasize the word updated. We all have a photo of ourselves from years ago that we thought we looked our best. However, your picture should be up to date to show a true representation of yourself. For more insight on professional headshots, check out this post.

Tip #2

Make sure your professional experience is updated. If you met someone and told them all about your current job but your profile doesn’t reflect that information, they may second guess your credibility. If you are going to have a profile, it should be current. This is the best representation of you online and the company you work for. You want potential clients or employers to find relative information about you.

Tip #3

Watch the content you post. Most people don’t seem to update their profile with their own posts. If you aren’t, you are missing out. This is a great platform for sharing business-related content including company news, professional awards, news in your industry, etc. When sharing content, keep your audience in mind. It’s like what I previously discussed, not all content should be on all platforms. Save your personal life updates, lunch selfies and controversial personal opinions for other platforms. Remember, this is a representation of you in a professional setting and a representation for the company you work for.     

Overall, before you attend your next event, go back through your professional profiles and make sure the information is current. This will help you as you continue to grow the new connections you are making while networking in person. In person or online networking go hand-in-hand to assist in the growth of your business.

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social media

The first tip on cross-promoting content? Don’t do it. Here is why…

Platforms don’t work the same!

Don’t be fooled by the one-hit post button that allows you to share content on one platform to all of your social profiles. While only having to post once is convenient, it is actually hurting you. This is when you log into Instagram, write a post, tap to include Facebook and Twitter then send it off. Your post will be correct on one of the sites but it won’t be on all of them. The only way to make sure each post is correct is if you individually post on the social sites directly. For example, you could check-in to a location, write a caption tagging someone and include a link on Facebook. However, the check-in won’t go through, the location’s tag could be different and links don’t work on Instagram posts so you could be asking someone to click on nothing. There is a science behind the use of these platforms and people very easily overlook it. If you work with social media daily, you’ll never stop finding the flaws as you scroll a newsfeed. You shouldn’t feel bad though…not even celebrities are doing it right.

Bruno Mars recently took to his social profiles to share a big announcement. He conveniently used the one-hit post button and it’s safe to say a few people noticed. His Instagram followers were excited with the news while his Facebook followers were left confused. As you can see, he asked them to swipe left which doesn’t exist on Facebook. The even funnier part about this is, it was never corrected. So sorry Facebook fans, you weren’t supposed to be in the know.


Tips on Cross-Promoting Content


Usernames & Tags

Ironically, this isn’t the only time the musician has failed at posting. For his sake, I’d like to point out this is a very common mistake made by many users. Let’s be honest though, Bruno makes for a more fun example. In previous posts with other celebrities, he has given them a shout out but really he has essentially tagged no one. As previously mentioned, usernames and tags differ on platforms. Another reason you can’t hit one button to post for you.

As a business, you are missing the opportunity to link your brand to another or notify someone. Plus, it looks silly.

Tips on Cross-Promoting Content

Not all content should be on all platforms

The last tip on cross-promoting content comes down to asking yourself “is this the right platform for this?” There is so much content out there and it is understandable that creating original content for each site is exhausting. If you just post the same thing on all of your social pages, you are doing the most damage. You are giving followers a reason to unfollow you because that comes off as spam and no one wants to get on each newsfeed to the same message. You want to make sure your message meets the platform standard. Hashtags could be utilized more on Twitter and Instagram while check-ins should be a must on Facebook. When each site has unique content, it keeps your followers interested, engaged and curious enough to follow you on every platform.

Overall, if you’re posting wrong you might as well throw a grenade on your pages. Do it right and it’s like 24k magic. Social media is extremely tricky and time-consuming so if you’re singing the lazy song, you should give us a call. Lucky for you, that’s what we like (that’s what we like).

Bruno, apologies again. Let’s be honest, your fans will always love you just the way you are. You’re a treasure!

*Yes, those are all Bruno Mars songs.

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