Posts Tagged ‘responding’

The Pizza Turnaround

Friday, January 15th, 2010

The other night I was watching a TV show that I had recorded with my DVR. Like many of you, when the show went to a commercial break, I reached for the remote in order to fast-forward. But then, a commercial came on for Domino’s Pizza and I stopped to watch. What intrigued me about this ad was its honesty and transparency. The commercial showed focus groups, wherein customers talked negatively about the quality of Domino’s Pizza. They showed Twitter comments where internet users blasted the food chain for its poor product. But then, through sound bytes from Domino’s executives and chefs, the commercial demonstrated how the company was changing its recipe based on the feedback it received. This particular campaign is a great example of how a company listened and responded to its customers. Then, with honesty and transparency, they acknowledged their shortcomings and vowed to change things for the better. We’ll have to wait and see whether the new pizza recipe changes public opinion, but I think the company has done a good job of managing its public relations.

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