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Social Media at the Golden Arches

Written by Chandler Austin | Wed,Mar 16, 2011 @ 03:00 PM

Mark Schaefer of {grow} interviews Rick Wion, Director of Social Media for McDonald's, at South by Southwest.



Highlights of McDonald's best practices with social media:
  • McDonald's uses monitoring tools to track conversations about their brand.
  • They tracked for over a year before reaching out and engaging on social media.
  • Their team combines employees from PR and from Customer Satisfaction.
  • Their tweeters have personal bios, allowing customers to connect the brand on a personal level. Specific tweeters have fans.
  • Conversations on social media have more than quadrupled in 18 months.
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