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Rather than simply responding to fans’ comments on social media (it did that as well), Panera on Wednesday released an online video showing Phyllis Smith, the actress who played Phyllis on the U.S. series, reading the mean tweets from a desk at Panera’s St. Louis headquarters. The chain took a social media listening exercise and turned it into more of a marketing effort. 

Panera said it came up with the idea and script internally. The video was shot by Coolfire Studios in St. Louis, produced by Anomaly, and edited by Unreasonable Studios.