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  • Domino's Pizza Case Study: Section F Group 7

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    Shubham Gupta
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    1) The president of Domino's Pizza recorded a pre-recorded speech that was posted on YouTube to address a crisis regarding a video that showed employees mishandling food. This helped reassure customers effectively. 2) However, there were problems with their communication including a delayed response of over 48 hours to address stakeholders on social media platforms and they had no active Twitter account to respond to customer complaints. 3) The document suggests they could have responded more quickly by having the president directly address customers on YouTube within a day of the video being posted and releasing a memo to employees the next day, rather than waiting two days to publicly respond.

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    DOminos Case Study

    Original Title

    Assignment Group 7 F Section

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    1) The president of Domino's Pizza recorded a pre-recorded speech that was posted on YouTube to address a crisis regarding a video that showed employees mishandling food. This helped reassure customers effectively. 2) However, there were problems with their communication including a delayed response of over 48 hours to address stakeholders on social media platforms and they had no active Twitter account to respond to customer complaints. 3) The document suggests they could have responded more quickly by having the president directly address customers on YouTube within a day of the video being posted and releasing a memo to employees the next day, rather than waiting two days to publicly respond.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
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    10 views6 pages

    Domino's Pizza Case Study: Section F Group 7

    Uploaded by

    Shubham Gupta
    1) The president of Domino's Pizza recorded a pre-recorded speech that was posted on YouTube to address a crisis regarding a video that showed employees mishandling food. This helped reassure customers effectively. 2) However, there were problems with their communication including a delayed response of over 48 hours to address stakeholders on social media platforms and they had no active Twitter account to respond to customer complaints. 3) The document suggests they could have responded more quickly by having the president directly address customers on YouTube within a day of the video being posted and releasing a memo to employees the next day, rather than waiting two days to publicly respond.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 6

    Dominos Pizza

    Case Study
    Section F
    Group 7

    Communication by President
    Medium of communication: Pre-recorded
    speech
    Communication channel used: YouTube, to engage
    the audience at large who viewed the video initially

    Message was clear and effective


    Using any other medium (newspaper, TV) would
    have further publicized the incident

    Direct involvement of higher management


    helped in reassuring the customers effectively

    Problems identified in
    communication
    Delayed communication to stakeholders

    First response on any social platform came after 48 hours


    Reacted after being contacted by the consumer affairs blog site
    Absence on social media
    No twitter account to address customers complaints and
    concerns

    Timeline comparison- Actual vs


    Suggested
    Actual Sequence
    12th Video
    April

    Posted on YouTube

    Suggested Sequence
    12th Video
    April

    Posted on YouTube

    Update by President on the actions


    13th
    planned for crisis management
    April
    th
    14Release
    April

    th
    15President
    April

    responds in a YouTube video

    of memo to employees by CEO

    th
    15President
    April

    responds in a YouTube video

    Memo and Video


    Video Response on Day 1

    Memo Response on Day


    2

    Microsoft Word
    Document

    THANK
    YOU

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