Domino's Pizza Crisis And The Response
With the growth of the social media, many organizations have found themselves on the receiving end from careless social media users and even some accurate documentation of faults within the organization have as well found way into the social media world. Domino's Pizza was a victim of brand attack in April 2009 when two employees of one of their North Carolina stores made a video of themselves doing despicable and unhygienic things with the food to be delivered to clients as seen on the video still found on youtube (Householdhacker, 2009). The video went viral on the internet and the criticism started coming in fast. The Domino manage had to do something about the entire saga in order to retain their market share and also to recapture the customer confidence by depicting this as an isolated incident. Domino's effectively managed to put this crisis under control by;
Quickly launching their social media accounts to counter the fast spreading negative publicity allowing the objective information to flow to the public.
Leveraging their loyal customers to help in spreading the positive publicity they needed to overcome the negative and discouraging comments that were flowing in quick and thick.
President Doyle personally...
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