I’ve been thinking about the Domino’s pizza issue. Surely to god thirty somethings understand the power of youtube and mass audiences. And yet, like winning a lottery, I’m sure both Micheal and Kristy, the two Domino’s employees who released the gross pizza videos on youtube, never imagined their little video would get such a large audience (and $7,500 bail out, and lawsuit pending and maybe difficult employment for a good 10 years).
A lot of folks have written about the marketing lessons for Domino’s – the same old ‘you must listen and act on the conversations’ (which I subscribe to) and yet, there is a major policy & procedural lesson here for companies and employee alike. I wonder what kind of company wide acknowledgement Domino’s had that social medias will be used by employees and that there should be guidelines around the use of social media. Of course, I’m sure blogging guidelines wouldn’t have stopped a stupid pizza prank but I am left wondering how many companies acknoweldge what is common activity for their employees.
On the employee side – knowledge about their impact on the customer experience and brand reputation in the 2010s should be a part of employee onboarding.
Sometimes I think news must be pretty slow for news agencies to pick up on such a lame story and yet, the impact of this video is stunning – tons of customers have reportedly called into Domino’s since and sales.. it would be interesting to understand sales impact in that town, region, etc. The videos bring question into quality control, employee training, morale, food safety.