Brandon Rhoten, Wendy’s Director of Digital and Social Media, says their number-one rule for voice and tone in social media is to talk to people how, when, and where they want. What does that mean?

As he explains in his presentation at SocialMedia.org’s Brands-Only Summit, it means letting your customer set the tone for the conversation. He says they listen for current trends instead of trying to make up their own. They also give people what they want — even if that confuses Wendy’s. For example, the company was surprised to find that a lot of customers cared about the detailed nutritional info on their bacon cheeseburgers. So Wendy’s created an app to help share that easily.

In his presentation, Brandon also shares:

  • Why they don’t do banner ads or “interruptive” marketing
  • How “massive stupidity” became a compliment for Wendy’s voice in social media
  • How Wendy’s made headlines on a music magazine

Watch Brandon’s full presentation in the video below.

Wendy’s social media case study, presented by Brandon Rhoten from SocialMedia.org on Vimeo.

Check out Brandon’s presentation slides here.

Tags: , , ,

Comments are closed.

Featured Downloads

9 Things to Share That Start Conversations

Use the examples in this guide to help inspire ways to make your message more portable and shareable.

Read More

3 Must-Use Word of Mouth Marketing Tools

These tools will help you kick off any word of mouth campaign no matter what topic, industry, or budget.

Read More

The Top Four Tips for Multiplying Your Word of Mouth

These tips can help you get your marketing to do more work without a lot of extra effort.

Read More

10 Ways to Turn Around Negative Word of Mouth

The most effective ways to stop negative WOM with examples from Zappos, FedEx, Dell, and more.

Read More

The New Topics Worksheet

All word of mouth starts with a topic of conversation — a simple, portable, repeatable idea that gets people talking.

Read More

The Word of Mouth Action Plan

Create a complete word of mouth marketing plan using this worksheet’s eight simple steps.

Read More