Remember the dark ages of social media where brands focused on using the channel for customer service (or at the very least, looked kinda dorky while trying to figure out the shiny "new" thing)? Well, welcome to the Age of Snark on social, where if you're not laying down some sick burns on competitors (we see you Wendy's ... and your Super Bowl ad) or individual Twitter users, then what are you doing? But here's the bigger question: Is snark appropriate from brands, or should they focus on using it as an effective customer touchpoint (or can you do both?)

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