Dont Cry in Crisis | Social Media Marketing | Online Crisis PR

April 22, 2009

We have always been discussing how can we promote a brand or an identity. But we never thought of how to manage a current one. I am referring to a fact which I just came across – Domino’s Pizza.  I just saw a video of Domino’s Pizza on Youtube. Firstly, I would say, this was a deliberate attempt to spoil the image of the company.  Everyone is just talking about the video, but no one talked about “WHY”, it could be many social reasons. This could have been because of a personal misunderstanding of that particular outlet. I would say no one would do it deliberately. Well I am not in favor of these offenders, but I am just trying to look at different perspective. We might have problems with our manager, supervisors etc, this might also lead negative effects to a particular brand. We always discussed that Social Media is useful for HR, but now its time to take it seriously. Handling our own people and keeping them happy is the most important thing one should look at it. Moreover, earlier people use to talk bad about their managers, companies etc. But now they also have a platform to express their feelings and also look at damaging a Brand’s image.

crisis-management-online-crisis-pr-social-media-crisis

We always look at satisfying the external audience, but sometimes it becomes very important to also attend our internal Audience. The Domino’s Pizza act  clearly brings out the inefficiency of the employer to satisfy the needs of the employees.

There can be some more reasons :

  • Just for Fun without understanding the repercussions of their Act
  • Dealt with rude Customers

This clearly states that every employee should also be trained or explained about what kind of possible acts they should not perform during work hours which might bring the brand into negative image.

What does a Brand do ?  when they come across such a nuisance… Depends on what industry you are. A Brand should be more careful if their industry deals with the customers directly, such as Entertainment Industry, Food Industry, FMCG Industry and many more similar to it. When there is a direct relation with the customers, the Brand should be more cautious about customer service, Customer problems & complaints. A Brand should be proactive enough to deal with these problems. Certainly it will always help to troubleshoot the unexpected damages.

Social Media does help the employers to spot out many new unexpected problems, and accordingly a Brand or an Employer should be proactive enough to handle it immediately.

crisis-pr-online-crisis-pr-social-media-marketingBut I appreciate the Domino’z Pizza CEO who proactively shot a video for the consumers and apologized it. Certainly the damage has already happened to the Brand, but its a learning for everyone. But we should really appreciate the CEO of Domino’s Pizza for his wise act and showing concern. I think every brand should take these kind of acts very seriously and engage themselves in monitoring conversations online and take necessary precautions for unexpected problems.

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3 Responses to “Dont Cry in Crisis | Social Media Marketing | Online Crisis PR”

  1. Zeba Says:

    Hey. Could you put up the link for the video please?

  2. Kristy Says:

    Although social media can create an online crisis, it can also have a positive effect. Especially when it comes to managing customer relationships. You can use social media to keep customers happy as well.


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