Meet Amy Brown: The absolute genius who catapulted the Official @Wendy’s Twitter account into overnight fame. Amid the growing political tension, Amy Brown may not have been the hero we expected, but she certainly became the hero that we all needed; unifying us over our universal love for sass and witty clap-backs.
Navigating through these rocky waves of political divisiveness, brands typically opt for political correctness and template replies when responding to customers online. With just a single tweet however, Amy Brown changed the game forever – and social media managers from all over called into question their age-old strategy.
The Art of the Roast
@Wendy’s tweets are a breath of fresh air, unconcerned with diplomacy or appeasing their customers. Brown made this abundantly clear with a sassy response that ended the earliest Twitter beef of 2017. In January, Twitter user @NHride challenged @Wendys claims of serving “fresh, never frozen” beef in its hamburgers. Within minutes, @NHride was schooled. And the Internet went wild. #win.
But Brown and her team did not stop there.
Unsurprisingly, @Wendys was not the only one serving up sass and wit this year. Celebrity chef @GordonRamsay earned himself quite the reputation on Twitter for dishing out some savage burns, much to the delight of his now 5.52 million followers. If you can’t handle Gordon’s sass, then get out of his mentions.
Here’s why their strategies work:
Brands today are far too concerned about stepping on toes. Interactions on social media are less social, often laden with feigned sincerity and careful calculation. It’s a mundane cycle that distances a brand from its audience; and throwing shade breaks this routine. It’s refreshing, it’s novel, and most importantly, it reflects a very human response. Or as the kids would say, #relatable.
Speaking to Simply Measured, Brown explains that “Wendy’s voice is a ‘challenger with a charm’. Having a strong sense of our brand and what we should sound like ensures that we come across consistent in our communications, whether we’re handling a specific complaint or gently roasting some of our followers.” Brands that participate in online roasts are willing to risk controversies to create more attention for themselves; and that, is a good lesson for all businesses looking to set themselves apart.
At the end of the day, both Brown and Ramsay have achieved – in a short time – what many have set out to do. Their perfect recipe? A dash of funny, a hint of sarcasm, and a spoonful of pop culture references. But every brand is different. For more serious brands, this may just be a recipe for disaster. The best online strategies begin with a good understanding of your brand’s voice and identity. Find that, and the rest will follow naturally.
Posted by Roselynda Afandi, CorpMedia