Dealing with negative feedback

An employee posted a ‘Disgusting Domino’s People’ video on YouTube. It took Domino’s 2 days to respond via social media, by which time 1m people had seen it and customer perception of quality went from + to – in days according to YouGov research.

The company had to act. The store was shut and sanitised, and staff were arrested. Now their Pizzaturnaround.com video has gone viral.

Well done Domino’s!

More than a new pizza recipe, it’s a lesson in how to turn lemons into lemonade.

P.S. Ignore the cringe-worthy cheering: “Who are we? Domino’s Pizzas!”
P.P.S. Convince people with numbers: “10 crust types, 15 sauces, dozens of cheeses.”

One Response to Dealing with negative feedback

  1. heather buckley January 11, 2010 at 11:58 am #

    Nice post Jackie, it's amazing that companies can get involved in Social Media and not follow the back channel.HeatherSilicon Beach Training

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