Its major flaw was only responding to the positive attention and completely ignoring growing protests. Giving into the positive attention, Wendy’s responded that if the tweet got two million likes, it would bring back spicy nuggets. By all accounts, it was a great use of social media to bring positive attention to Wendy’s and build goodwill with customers. Here are three reasons Wendy’s missed the mark by not responding to its customers. Wendy’s made the cardinal sin of only responding to positive messages from its customers.

Source: Forbes May 07, 2019 04:41 UTC