McDonald’s wants to further expand its social channels: longer opening hours and more flexibility. A complicating factor here is that engagement can take place at four levels from McDonald’s: from the brand, from McDonald’s the Netherlands and, when serving the products, from both franchisees and locations.
The RIFF team knows how to creatively turn social listening into opportunities. It also protects McDonald’s reputation by monitoring topics that could damage its image. A short line with McDonald’s headquarters prevents and limits serious damage to the brand. RIFF employees know about all new products in the McDonald’s range. This way they better understand why McFans search for McDonald’s on social media for both complaints and compliments
creative messages sent (5% of outbound volume)
positive sentiment evolution conversations
response to messages within 1 hour