January 29, 2017
It’s no secret that social media presents a fantastic opportunity for brands to connect with consumers. However, where there is good there is often bad as well. For Twitter, the bad typically comes in the form of trolls. These users prey on the posts of brands and individuals alike, picking a fight with little or no instigation. As most companies utilize the platform primarily for customer service activities, it’s easy to see why this can be a problem.
So, how can brands navigate the challenge of dealing with such users? That’s where our South Florida advertising agency comes in. First, let’s analyze how Wendy’s takes on the angriest users on Twitter.
The Wendy’s Approach
Popular fast-food chain Wendy’s has been making headlines lately for its saucy responses to those who make the mistake of trolling its Twitter account.
It all started with this exchange.
2017 is off to quite a start. pic.twitter.com/V9XWY7J4gp
— Parker Molloy (@ParkerMolloy) January 3, 2017
Things only escalated from there.
@dpeacock980 Your dignity
— Wendy's (@Wendys) January 4, 2017
@realbenitobandz Sorry, we only serve things that are fresh.
— Wendy's (@Wendys) January 24, 2017
@dat_boi__7 it takes a little more effort to do things like use fresh lettuce and not freeze the beef, but if that doesn't matter to you 👋
— Wendy's (@Wendys) January 23, 2017
The Twitter-verse has been loving every exchange, with many of its responses reaching viral-status, so it’s clear that this strategy of hitting back with humor can be effective. However, it may not be the right fit for every brand. As a fast-food restaurant, Wendy’s target audience is primarily comprised of the millennial generation, who lives for the memes and witty banter the account has been spitting out in 2017. Alternatively, law firms, real estate brokerages, and other businesses whose audiences may not be as responsive to these tactics will need to take a different approach.
Tips for Responding to Trolls
The fact of the matter is that responding to Twitter trolls isn’t likely to sway their opinion on your company, but that doesn’t mean it should be avoided. According to Sprout Social, 88 percent of consumers stated that seeing complaints on social media go unaddressed would deter them from buying. Therefore, responding the right way is vital.
Here are some things to keep in mind when crafting a rebuttal:
The best way to ensure social media trolls won’t tarnish your brand’s image is to work with a full-service South Florida advertising agency whose team of social media experts can be on call to respond quickly and appropriately. If you need help in this department, we’d love to discuss how we can best assist you. Give us a call today to set up a free consultation on your marketing efforts.