Wendy’s Demonstrates Social Media Listening & Response

During our Feb. 1 class meeting, we discussed three questions that inform social media listening & response strategies:

• Who are you listening to?
• What are you listening for?
• What are you going to do about it?

Wendy’s provided an interesting—and entertaining—example of a social listening strategy in action. We took a look at the behind-the-scenes conversation with Wendy’s social media manager to understand her philosophy on customer burns.

We also talked about how other brands handle social listening and what happens when businesses don’t take action in response to their customers. Thanks to United Airlines for this classic example (note the number of views!):

And on a lighter note: Here’s the Pret a Manger rap battle example.

PSA: Don’t forget to study up on the six ways social listening can help brands, and the three audiences all brands should be listening to!