The importance of social media in business is indubitable, especially as shown by Wendy’s. Famous on Twitter, Wendy’s social media is arguably the most successful social media business in the globe.
Represented by a sweet-faced, red-haired little girl, the brand loves to roast everyone, including fans and competitors. Kurt Kane, CMO of Wendy’s, describes the brand voice sassy.
Considering the brand’s success on social media, Wendy’s actually follows good principles of social media marketing. These are among the good principles Wendy’s follows.
Also Read: Emerging Social Media Trends for Business in 2020
Authentic Persona
If you look at its Twitter account, you might recognize that the brand actually has an authentic persona compared to its competitors. Accordingly, this makes Wendy’s more memorable to the customers, at least on social media.
Even if the brand does not roast someone, it still shows funny, clever, and playful posts. That is, in addition, one among its unique traits telling you that the brand acts like a person, not a robot or something. Also, Wendy’s is consistent in being the way it is, making it more memorable.
Relatability
Wendy’s has a quality of being relatable to its customers. Additionally, the company tries to be always close and relatable to the customers, acting to be a fun friend to hang out with.
The thing is, not many people want to consume deep and wholesome contents every time. However, what Wendy’s posts is more like light, funny contents that people can consume at anytime and anywhere. Wendy’s will stay relatable to the customers through memes to pop cultures, you name it.
Responsiveness
Being responsive is among Wendy’s specialty in social media marketing. Apart from the importance, Wendy’s replies to nearly all tweets to the account.
Accordingly, responsiveness is a quality that clearly defines your relationship with your customers. In the two-directional marketing era, Wendy’s clearly proves that small talks and conversations with customers lead to skyrocketing marketing.
Imperfection
Last but not least, this is among the important components that a company needs. It is acknowledging that the company itself is not flawless.
In so doing, Wendy’s openly addresses complaints in a direct, positive way. Without trying to hide problems and imperfections from customers, Wendy’s gains more respects from acknowledging the mistakes and trying to fix it. It is a quality that is hard to find in business nowadays.
Also Read: The Zen of Social Media Marketing