Juntae Kai Delane breaks down Wendy's famous roasting campaign, where the fast-food brand ditched helpful customer service for pure attitude. By trading assistance for witty insults, Wendy's made people want to engage just to get roasted. It's a masterclass in using attitude to grab attention.
Great case study that I absolutely love. It's classic, and I'm sure you guys may be familiar with this is the Wendy's roast. Now, the reason why I love this case study is because Wendy's essentially roasted everyone. No one was safe. If you interacted with their social media accounts, you were getting roasted. And so I love this case study because Wendy's goes from servitude to attitude. And what's so important to note here is by Wendy's going from servitude to attitude, they get it. They understand that on social platforms, customers don't want to be helped. They essentially want to be engaged.
