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...
Through the account, they assured the general public and the customers in particular that this crisis was an isolated incident in only one store and that measures were being taken to find the facts behind the incident and sanitize the situation and take corrective measures. They also used the twitter account to handle any arising customer complains during this period of crisis. With this step taken, the customers had the reassurance that the company recognized not only the crisis generated by the video, but also their complaints in line with the mishandling of food by their employees. It brought confidence among the customers back since they felt that their personal complains were being looked into and responded to. This was one of the simplest yet effective ways of Domino's building trust and credibility…
Social Media What is social media Why is it important to business Why is it associated with reputational risk The immediacy of social media can be effective in handling reputation risk, when a company gets in front of an issue, but to do this effectively requires understanding the nature of social media communication Critical Background Define social media Discuss its role in business Outline the defining characteristics of social media How do these characteristics contribute to reputational risk Business executives
Social Media and Emergency Communications Social Media Emergency Communications Social media popular crucial crisis emergency communications. Responders communicating public social media outlets, public communicating, responders. Individuals provide important information disaster The pros and cons Social media has allowed people to communicate with a large group of people in real time. The integration of social media in mobile devices has also spread its reach, which has allowed for ease of communication between individuals. In
Social Media The "United Breaks Guitars" phenomenon spawned a new era in consumer empowerment. As Kaufman (2012) states, "until very recently, there seemed to be fewer and fewer ways for ordinary people to fight back against powerful corporations." Now, consumers have a range of possible ways to get other consumers to change their purchasing behaviors -- hitting companies where it hurts the most. A friend recently posted on Facebook about a
G. politicians, movie and rock stars, etc.). Indeed, the combination of social networking sites and an abundance of cellular services and phones has even changed the socio-political landscape in countries that do not have an open or democratic regime (e.g. protests in Iran, etc.) (Friends, Fans and Followers, 2011). The role of social networks have changed the way marketers and politicians view their audience, communicate with them, and even interact. Since
social media is a hype these days which has enabled businesses to actually change the way they operate. Social media networks especially Facebook, Linked in, Twitter and now Google Plus have enabled businesses to reach out to those people with whom they want to build long-term customer relationships. A lot of research has been carried out to devise the impact that social media has on businesses. This has enabled
The one-size-fits-all approach is not applicable in the context of social networking in corporate firms and workplaces. The advantages of social media are contingent on the type of networking platform, its features, and the organization itself. Since their inception, social networking sites have been known to play a critical role in improving the communication and productivity of compliant firms. In the contemporary society, the fire service also uses mainstream social