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Log In / Register | May 25, 2018

Wendy's In-House Social Media Team Boosts Franchisees, Brand

Wendy's Corporate Headquarters
Wendy’s HQ, Dublin, OH / tlarrow photo

Brand awareness through social media is a tricky thing for some companies and even a bit baffling or mysterious for others. But Wendy's social media team knows what it's doing and uses the power of social media channels to engage with customers, collect data, provide feedback and help franchisees. The team is not only good, but tops.

“I travel all over the country and speak to businesses, and people always ask me, ‘Who is the best at Twitter?’” said Nina Mishkin, a lead brand content strategist at Twitter. “The honest answer is Wendy’s.”

...“They [Wendy's] don’t just talk at you,” she said. “What the smarter brands do is create conversations, not just pushing content, but connecting.”

... To make use of it [social media], the company [Wendy's] brought its entire customer-service team in-house, ditching third-party call centers and franchise-by-franchise hotlines. — JD Malone, The Columbus Dispatch

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