{"id":26221,"date":"2022-02-12T09:34:15","date_gmt":"2022-02-12T09:34:15","guid":{"rendered":"https:\/\/www.rivaliq.com\/?p=26221"},"modified":"2022-02-13T19:21:37","modified_gmt":"2022-02-13T19:21:37","slug":"wendys-social-media-strategy","status":"publish","type":"post","link":"https:\/\/www.rivaliq.com\/blog\/wendys-social-media-strategy\/","title":{"rendered":"What You Can Learn from Wendy\u2019s Social Media Strategy\u00a0"},"content":{"rendered":"<p>What\u2019s the secret sauce to Wendy\u2019s dynamite social media strategy, especially on Twitter?<\/p>\n<p>He\u2019s laughing again. I glance up to see my husband lounging on the couch, phone in hand, chuckling to himself as he scrolls, scrolls, and scrolls some more. This has become somewhat of a nightly ritual at the end of each day, catching up on his favorite Twitter accounts and sorting through pages of humorous threads and replies. While he almost certainly runs across informative, educational, or thought-provoking tweets, I rarely hear about them. However, he\u2019s always eager to share the funny ones with me.<\/p>\n<p>He\u2019s far from alone. As society\u2019s content expectations continue to evolve, people are turning to social media for comedic relief, and the demand for quirky, off-the-wall humor is on the rise. Many brands in the fast food industry are embracing good old-fashioned <a href=\"https:\/\/www.vulture.com\/2011\/06\/the-roast-a-history.html\" target=\"_blank\" rel=\"noopener noreferrer\">roasting<\/a> to stay relevant, and top of mind among consumers, particularly the typically hard to impress Gen Z. Originally reserved for improvisational comedians, fast food restaurants are now roasting competitors and consumers in the form of quick-witted comebacks and sassy responses, and no one does it better than the self-proclaimed \u201cFirst Lady of Fast Food,\u201d Wendy herself.<\/p>\n<p>Check out Wendy&#8217;s recent sizzling tweets on Twitter&#8217;s <a href=\"https:\/\/twitter.com\/i\/events\/1481375410889834510?lang=en\" target=\"_blank\" rel=\"noopener\">Best of National Roast Day 2022<\/a> list and see how the brand interacts fearlessly on social.<\/p>\n<div id=\"versus-app\" class=\"blog-inline twitter\"><\/div>\n<script>\n  jQuery( document ).ready(function() {\n    var freeToolsHasRun = false;\n    const appToWatch = document.querySelector('#versus-app');\n\n    function callback(entries, observer) {\n      if (!freeToolsHasRun && entries[0].isIntersecting) {\n        \n        \/\/ load the free tools css\n        var ftcss = document.createElement('link');\n\n        \/\/ set the attributes for link element  \n        ftcss.rel = 'stylesheet';\n        ftcss.type = 'text\/css';\n        ftcss.href = '\/\/d19n1ren9crl9v.cloudfront.net\/stylesheets\/public-marketing-free-tool-style.css?_cb=10';\n       \n        document.head.appendChild(ftcss);\n        \n        \/\/ now load the javascript\n        var ftscript = document.createElement('script');\n        ftscript.onload = function() {\n\n          \/\/do stuff with the script\n          RivalIQMarketing.apps.Versus.start({\n            subheadText: 'Compare your Twitter performance with a competitor now.',\n            disableSampleDisplay: true,\n            focusInputOnLoad:false,\n            channel: 'twitter'\n          });\n        };\n        ftscript.src = \"\/\/d19n1ren9crl9v.cloudfront.net\/js\/bundle-free-tool.js?_cb=10\";\n        document.head.appendChild(ftscript);\n        freeToolsHasRun = true;\n      }\n    }\n    \/\/ Instancing a new IntersectionObserver\n    const observer = new IntersectionObserver(callback);\n    \/\/ Adding a target to be observed\n    observer.observe(appToWatch); \n  });\n\n<\/script>\n\n\n<h2>Wendy Is The First Lady of Fast Food<\/h2>\n<p>Don\u2019t let the sweet pigtails and innocent smile fool you. Wendy\u2019s is the queen of comebacks and absolutely savage when it comes to <a href=\"https:\/\/www.today.com\/food\/trends\/wendys-roasts-people-brands-twitter-thread-rcna12076\" target=\"_blank\" rel=\"noopener\">roasting competitors and consumers alike on Twitter<\/a>. With more than 6,500 restaurants globally, The Wendy&#8217;s Company is the world&#8217;s third-largest quick-service hamburger company, with a <a href=\"https:\/\/www.macrotrends.net\/stocks\/charts\/WEN\/wendys\/net-worth\" target=\"_blank\" rel=\"noopener noreferrer\">market cap of $4.5B<\/a> and over 3.8 million Twitter followers. Over the last few years, the brand has perfected the act of serving fun-loving snarky tweets, but this hasn\u2019t always been the case.<\/p>\n<p>Circa 2017, Wendy\u2019s realized its play-it-safe corporate social media strategy was for the birds. The strenuous approval process wasn\u2019t conducive to cultivating an organic, engaged base of loyal followers, so they eliminated <a href=\"https:\/\/www.forbes.com\/sites\/andriacheng\/2018\/10\/08\/wendys-twitter-roasts-have-become-the-envy-of-marketers-heres-how-it-does-it\/?sh=4424e6e0fea4\" target=\"_blank\" rel=\"noopener noreferrer\">bureaucratic reviews for their Twitter account<\/a>. After empowering their social team, Wendy\u2019s has surged ahead as one of the most effective brands online. Their commitment to tone and individuality makes the brand an authentic trailblazer, transforming the Twitter account from a one-way communication machine into a battleground of the wits. This is a point of pride, as illustrated in their Twitter bio: &#8220;We like our tweets the same way we like to make our hamburgers: better than anyone expects from a fast food joint.&#8221;<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-29055 size-large-modern\" src=\"https:\/\/www.rivaliq.com\/wp-content\/uploads\/2021\/02\/Wendys-twitter-profile-700x507.png\" alt=\"Wendy's social media profile on Twitter\" width=\"700\" height=\"507\" srcset=\"https:\/\/www.rivaliq.com\/wp-content\/uploads\/2021\/02\/Wendys-twitter-profile-350x254@2x.png 700w, https:\/\/www.rivaliq.com\/wp-content\/uploads\/2021\/02\/Wendys-twitter-profile-300x217.png 300w, https:\/\/www.rivaliq.com\/wp-content\/uploads\/2021\/02\/Wendys-twitter-profile-100x72.png 100w, https:\/\/www.rivaliq.com\/wp-content\/uploads\/2021\/02\/Wendys-twitter-profile-350x254.png 350w, https:\/\/www.rivaliq.com\/wp-content\/uploads\/2021\/02\/Wendys-twitter-profile.png 936w\" sizes=\"(max-width: 700px) 100vw, 700px\" \/><\/p>\n<h2>She\u2019s Consistent, Creative and Refreshingly Funny<\/h2>\n<p>While humorous, sassy engagement may not be for every company, it\u2019s hard to deny that roasting has become an effective focal point of Wendy\u2019s social media reputation.<\/p>\n<p>For one, the fact that Wendy\u2019s created an entire messaging ecosystem around \u201cbeef,\u201d or creating and responding to conflict head on, is masterful. One theory is that the term \u201cbeefing\u201d <a href=\"https:\/\/hotidioms.com\/2014\/10\/06\/whats-the-beef\/\" target=\"_blank\" rel=\"noopener noreferrer\">originated in the old west<\/a> among sheep farmers who were competing for grazing land with cattle farmers. The sheep farmers used the term with each other to refer to a conflict, which was what they had with the cattle farmers, or \u201cbeef\u201d farmers. For a hamburger company, the term applies not only to their product but the way they\u2019ve chosen to communicate. It\u2019s funny, it makes sense\u2026 it just <i>works<\/i>.<\/p>\n<p>Secondly, the sheer creativity required to leverage so much mileage out of this message is quite impressive. In 2018, following their banner breakout year of roasting everyone from McDonald\u2019s to Burger King and beyond, Wendy\u2019s went the extra mile and released <a href=\"https:\/\/www.blackenterprise.com\/in-case-you-missed-it-wendys-dropped-a-mixtape-dissing-mcdonalds-and-burger-king\/\" target=\"_blank\" rel=\"noopener noreferrer\">an EP entitled \u201cWe Beefin\u2019.\u201d<\/a> The <a href=\"https:\/\/open.spotify.com\/album\/5bBpYxgZ1zm89a6GlnuQHu?si=cGismTqARUeDiK8SdYs_KA&amp;nd=1\" target=\"_blank\" rel=\"noopener noreferrer\">10-minute compilation<\/a>, featuring tracks like \u201cTwitter Fingers\u201d and \u201cRest in Grease,\u201d was immediately available on popular streaming platforms like Spotify.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"border-no-caption aligncenter wp-image-26225 size-large-modern\" src=\"https:\/\/www.rivaliq.com\/wp-content\/uploads\/2021\/02\/Screen-Shot-2020-12-01-at-9.32.44-PM-700x918.png\" alt=\"Twitter roast from Wendy's social media roasting McDonalds\" width=\"700\" height=\"918\" srcset=\"https:\/\/www.rivaliq.com\/wp-content\/uploads\/2021\/02\/Screen-Shot-2020-12-01-at-9.32.44-PM-350x459@2x.png 700w, https:\/\/www.rivaliq.com\/wp-content\/uploads\/2021\/02\/Screen-Shot-2020-12-01-at-9.32.44-PM-229x300.png 229w, https:\/\/www.rivaliq.com\/wp-content\/uploads\/2021\/02\/Screen-Shot-2020-12-01-at-9.32.44-PM-781x1024.png 781w, https:\/\/www.rivaliq.com\/wp-content\/uploads\/2021\/02\/Screen-Shot-2020-12-01-at-9.32.44-PM-100x131.png 100w, https:\/\/www.rivaliq.com\/wp-content\/uploads\/2021\/02\/Screen-Shot-2020-12-01-at-9.32.44-PM-350x459.png 350w, https:\/\/www.rivaliq.com\/wp-content\/uploads\/2021\/02\/Screen-Shot-2020-12-01-at-9.32.44-PM.png 950w\" sizes=\"(max-width: 700px) 100vw, 700px\" \/><\/p>\n<p>This kind of exemplary true-to-brand communication and content creation is admirable. Every company should strive for this kind of commitment and consistency in order to grow and keep a loyal following online. Two years later, Wendy\u2019s remains true to her roots, issuing sick responses left and right that keep people on their toes (and keep spectators laughing).<\/p>\n\n<div class=\"blog-inline-cta-no-image\" style=\"\">\n  <p>\n   Ready to start your analysis?  <\/p><div class=\"cta-wrapper\"> <a target=\"_blank\" class=\"x-btn ss-light x-btn-global\" href=\"\/signup\" style=\"\">Try Rival IQ for free!<\/a><\/div>\n<\/div>\n\n\n<h2>She Doesn\u2019t Let Other Brands Push Her Around<\/h2>\n<p>Wendy\u2019s is particularly skilled at <a href=\"https:\/\/www.rivaliq.com\/product\/competitive-analysis\/\" target=\"_blank\" rel=\"noopener noreferrer\">monitoring mentions and the competitive landscape<\/a>, joining the conversation when she sees fit (which is often). Sometimes that\u2019s unprompted, and other times it\u2019s when another brand intentionally starts something as part of their <a href=\"https:\/\/www.thrillist.com\/news\/nation\/wendys-roast-dunkin-twitter-october-2020\" target=\"_blank\" rel=\"noopener noreferrer\">campaign to launch their new Spicy Ghost Pepper Donut<\/a>, Dunkin\u2019 fired social media shots at multiple fast food restaurants. While other brands simply ignored the mild attack, Wendy\u2019s couldn\u2019t help but burn back.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"border-no-caption aligncenter wp-image-26226 size-large-modern\" src=\"https:\/\/www.rivaliq.com\/wp-content\/uploads\/2021\/02\/Screen-Shot-2020-12-01-at-10.08.15-PM-700x725.png\" alt=\"Wendy's social media strategy often features roasts like this tweet making fun of Dunkin' Donuts\" width=\"700\" height=\"725\" srcset=\"https:\/\/www.rivaliq.com\/wp-content\/uploads\/2021\/02\/Screen-Shot-2020-12-01-at-10.08.15-PM-350x363@2x.png 700w, https:\/\/www.rivaliq.com\/wp-content\/uploads\/2021\/02\/Screen-Shot-2020-12-01-at-10.08.15-PM-290x300.png 290w, https:\/\/www.rivaliq.com\/wp-content\/uploads\/2021\/02\/Screen-Shot-2020-12-01-at-10.08.15-PM-100x104.png 100w, https:\/\/www.rivaliq.com\/wp-content\/uploads\/2021\/02\/Screen-Shot-2020-12-01-at-10.08.15-PM-350x363.png 350w, https:\/\/www.rivaliq.com\/wp-content\/uploads\/2021\/02\/Screen-Shot-2020-12-01-at-10.08.15-PM.png 950w\" sizes=\"(max-width: 700px) 100vw, 700px\" \/><\/p>\n<p><i>Ouch.<\/i><\/p>\n<p>What followed was a sad attempt by Dunkin\u2019 to \u201couttweet\u201d the First Lady, which obviously failed. Wendy\u2019s is just superior when it comes to issuing sassy comebacks, and things almost always backfire when another brand attempts to prove otherwise.<\/p>\n<p>Another food fight recently broke out when McDonald\u2019s released their version of spicy chicken nuggets, a well-known staple on Wendy\u2019s menu. When a Twitter user inquired about her thoughts on the news, Wendy&#8217;s social media team took the opportunity to <a href=\"https:\/\/www.usmagazine.com\/food\/pictures\/savage-fast-food-tweets\/burger-king-trolls-taylor-swift\/\" target=\"_blank\" rel=\"noopener noreferrer\">roast not one but two<\/a> industry competitors at the same time.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"border-no-caption aligncenter wp-image-26227 size-large-modern\" src=\"https:\/\/www.rivaliq.com\/wp-content\/uploads\/2021\/02\/Screen-Shot-2020-12-01-at-10.41.51-PM-700x387.png\" alt=\"Wendy's social media strategy frequently roasts other fast food accounts, like Burger King and McDonalds\" width=\"700\" height=\"387\" srcset=\"https:\/\/www.rivaliq.com\/wp-content\/uploads\/2021\/02\/Screen-Shot-2020-12-01-at-10.41.51-PM-350x194@2x.png 700w, https:\/\/www.rivaliq.com\/wp-content\/uploads\/2021\/02\/Screen-Shot-2020-12-01-at-10.41.51-PM-300x166.png 300w, https:\/\/www.rivaliq.com\/wp-content\/uploads\/2021\/02\/Screen-Shot-2020-12-01-at-10.41.51-PM-100x55.png 100w, https:\/\/www.rivaliq.com\/wp-content\/uploads\/2021\/02\/Screen-Shot-2020-12-01-at-10.41.51-PM-350x194.png 350w, https:\/\/www.rivaliq.com\/wp-content\/uploads\/2021\/02\/Screen-Shot-2020-12-01-at-10.41.51-PM.png 944w\" sizes=\"(max-width: 700px) 100vw, 700px\" \/><\/p>\n<p>By maintaining their quick-witted reputation, Wendy\u2019s continues to remain on top: on top of the brand\u2019s Twitter game and top of mind among consumers. This is especially important for a restaurant when just one brand mention is enough to put a mouth-watering craving in motion for a hungry follower.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"border-no-caption aligncenter wp-image-26224 size-large-modern\" src=\"https:\/\/www.rivaliq.com\/wp-content\/uploads\/2021\/02\/Screen-Shot-2020-12-01-at-9.29.48-PM-700x686.png\" alt=\"Wendy's social media team goaded a customer who offered to buy everyone a sandwich if Wendy's responded\" width=\"700\" height=\"686\" srcset=\"https:\/\/www.rivaliq.com\/wp-content\/uploads\/2021\/02\/Screen-Shot-2020-12-01-at-9.29.48-PM-350x343@2x.png 700w, https:\/\/www.rivaliq.com\/wp-content\/uploads\/2021\/02\/Screen-Shot-2020-12-01-at-9.29.48-PM-300x294.png 300w, https:\/\/www.rivaliq.com\/wp-content\/uploads\/2021\/02\/Screen-Shot-2020-12-01-at-9.29.48-PM-100x98.png 100w, https:\/\/www.rivaliq.com\/wp-content\/uploads\/2021\/02\/Screen-Shot-2020-12-01-at-9.29.48-PM-350x343.png 350w, https:\/\/www.rivaliq.com\/wp-content\/uploads\/2021\/02\/Screen-Shot-2020-12-01-at-9.29.48-PM.png 922w\" sizes=\"(max-width: 700px) 100vw, 700px\" \/><\/p>\n<h2>She Gives Customers Want They Want, Even If It\u2019s a Sizzling Personal Roast<\/h2>\n<p>Wendy\u2019s social media team operates Twitter like a true two-way communication platform, prioritizing customer interaction above all else. That\u2019s especially important given this is what people have come to expect in our fast-moving, instant gratification world. As one might expect, people regularly take to social media to air grievances about a poor customer service interaction or product experience. Unhappy customers are looking for immediate resolution, and social media is a quick way to get the brand\u2019s attention in a public forum.<\/p>\n<p>While Wendy\u2019s is known for her sassy tone, she knows when to be serious too. By swiftly addressing customer service complaints and questions with action-oriented responses, including commitments to get in touch with specific franchises to make things right, Wendy\u2019s nips problems in the bud. This way, the brand can move on, focusing on entertaining and connecting with audiences instead of dwelling in the daily drama.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"border-no-caption aligncenter wp-image-26223 size-large-modern\" src=\"https:\/\/www.rivaliq.com\/wp-content\/uploads\/2021\/02\/Screen-Shot-2020-12-01-at-9.26.20-PM-700x1005.png\" alt=\"Ask Wendy's social media team to roast you and you shall receive\" width=\"700\" height=\"1005\" srcset=\"https:\/\/www.rivaliq.com\/wp-content\/uploads\/2021\/02\/Screen-Shot-2020-12-01-at-9.26.20-PM-350x502@2x.png 700w, https:\/\/www.rivaliq.com\/wp-content\/uploads\/2021\/02\/Screen-Shot-2020-12-01-at-9.26.20-PM-209x300.png 209w, https:\/\/www.rivaliq.com\/wp-content\/uploads\/2021\/02\/Screen-Shot-2020-12-01-at-9.26.20-PM-713x1024.png 713w, https:\/\/www.rivaliq.com\/wp-content\/uploads\/2021\/02\/Screen-Shot-2020-12-01-at-9.26.20-PM-100x144.png 100w, https:\/\/www.rivaliq.com\/wp-content\/uploads\/2021\/02\/Screen-Shot-2020-12-01-at-9.26.20-PM-350x502.png 350w, https:\/\/www.rivaliq.com\/wp-content\/uploads\/2021\/02\/Screen-Shot-2020-12-01-at-9.26.20-PM.png 928w\" sizes=\"(max-width: 700px) 100vw, 700px\" \/><\/p>\n<p>That said, followers also purposefully reach out just to get a famed tongue-in-cheek response from the brand. Wendy\u2019s has developed a reputation for issuing short, snappy comebacks that customers crave almost as much as their menu. There\u2019s a certain thrill that comes along with writing back and forth with an influencer, celebrity, or brand account. It seems unlikely that they will respond unless they have to, so when they do, it is exhilarating and delightful. In these cases, Wendy\u2019s social media team is not afraid to dish it out.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"border-no-caption aligncenter wp-image-26229 size-large-modern\" src=\"https:\/\/www.rivaliq.com\/wp-content\/uploads\/2021\/02\/Screen-Shot-2020-12-01-at-11.20.57-AM-700x965.png\" alt=\"Wendy's social media team loves to get into topical convos with followers, like this tweet about baconators\" width=\"700\" height=\"965\" srcset=\"https:\/\/www.rivaliq.com\/wp-content\/uploads\/2021\/02\/Screen-Shot-2020-12-01-at-11.20.57-AM-350x482@2x.png 700w, https:\/\/www.rivaliq.com\/wp-content\/uploads\/2021\/02\/Screen-Shot-2020-12-01-at-11.20.57-AM-218x300.png 218w, https:\/\/www.rivaliq.com\/wp-content\/uploads\/2021\/02\/Screen-Shot-2020-12-01-at-11.20.57-AM-743x1024.png 743w, https:\/\/www.rivaliq.com\/wp-content\/uploads\/2021\/02\/Screen-Shot-2020-12-01-at-11.20.57-AM-100x138.png 100w, https:\/\/www.rivaliq.com\/wp-content\/uploads\/2021\/02\/Screen-Shot-2020-12-01-at-11.20.57-AM-350x482.png 350w, https:\/\/www.rivaliq.com\/wp-content\/uploads\/2021\/02\/Screen-Shot-2020-12-01-at-11.20.57-AM.png 946w\" sizes=\"(max-width: 700px) 100vw, 700px\" \/><\/p>\n<p>To be sure, the fast food industry is a unique sandbox to play in. The brands have consistent products and reliable service, so they can afford to take some risks in how they use social media. While <a href=\"https:\/\/www.rivaliq.com\/blog\/top-convenience-stores-social-media\/\" target=\"_blank\" rel=\"noopener noreferrer\">some industries like convenience stores<\/a> have adopted a similar tone and approach, Wendy\u2019s snarky social media strategy isn\u2019t one size fits all (so copycat with caution: we\u2019re looking at you, Dunkin\u2019). No matter if your brand can pull it off or not, it\u2019s a fun case study to see how acting outside the box can pay dividends if executed just right.<\/p>\n<p><em>This post was originally published in 2021 and has since been updated.<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>What\u2019s the secret sauce to Wendy\u2019s dynamite social media strategy, especially on Twitter? He\u2019s laughing again. I glance up to see my husband lounging on the couch, phone in hand, chuckling to himself as he scrolls, scrolls, and scrolls some more. This has become somewhat of a nightly ritual at &#8230;<\/p>\n","protected":false},"author":59,"featured_media":26234,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[18,24,25],"tags":[],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.4 (Yoast SEO v22.4) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>What You Can Learn from Wendy\u2019s Social Media Strategy\u00a0 | Rival IQ<\/title>\n<meta name=\"description\" content=\"Wendy&#039;s social media strategy owns the field on Twitter and beyond. 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