Social Media has become huge today, over a million people visit Twitter, Facebook, and YouTube on a daily basis. When something big hits the internet-it spreads like wild-fire, even if it’s not good news. If someone hears or sees something and they want other people to know about it they can now post it, tweet it or upload it. As soon as one person puts it online they make it available to their hundreds of friends who show it to their hundreds of friends. Unfourtantly this didn’t work in Domino’s Pizzas favor when two of their Conover, NC employees did something disgusting to a delivery order and for some reason decided to record their foul act. The video was posted to YouTube and within 48 hours was viewed by millions and the subject of many bloggers posts.
The famous Domino’s Pizza reputation was hurt pretty bad when the video hit the web, luckily the two didn’t get away with their awful prank the two people were fired and are facing felony charges. The two employees recorded themselves putting cheese up their nose and putting the dough on their buttocks. (This was removed from YouTube shortly after being posted.) This didn’t mean that it was over, there will millions of people who saw the video and were talking about this. (After seeing that I wouldn’t be ordering Domino’s anytime soon, and I am sure many people would agree.) This was not good for the company, so da na na it was PR to the rescue! The public relations staff at Dominos went hard to work to try to clean up the mess made by their employees. The first thing the company did was apologize. They also closed down the Conover location, sanitized it thoroughly and threw out any food that wasn’t closed and sealed properly.
The PR staff at Dominos did a number of things to try to fix the problem so their customers wouldn’t lose faith in their pizza. They used this bad reputation and hard time to completely turn their company around and improve their product. They called it the “Pizza Turnaround.” They took all the bad criticism and used it to improve their product. They changed and made their product better from all the negative feedback. They created a Twitter account to communicate with their customers. Then they made a Facebook, to make “friends” and talk about specials and coupons they offer. Also, “customer care link” about the incident was placed at the bottom of their corporate website to answer any consumer concerns. These are all good strategies to interact with customers because this way they can receive feedback and other people can see what everyone is saying and thinks. Lastly, they now use e-mail to communicate with all their employees.
Social Media still continues to grow today with more and more people becoming users to the website, it is also becoming a huge part of PR. Domino’s PR used social media in a positive way, although a few of their employees used it negativly.They really turned it around thats why I believe Domino’s PR did a great job turning that negative energy around. They are also working hard to make sure they have the trust of their company which is an important part of running a business. You can see the improvement in the company and their product. They really showed us that we matter and that they will do anything to keep us happy.