After the post about the “Amazon Fail” incident, I stumbled upon a nice slideset about crisis management at Domino’s Pizaa from Taly at Trendspotting:
Crises Management: Trendsspotting Insights On Dominos Case Study
View more presentations from Taly Weiss.
Taly did some good research about crisis management and the presentations shows how this has changed in terms of reaction time (still to be improved) and used media type.
CRM 2.0 can help reacting to incidents like this one and avoid the Streisand effect that can cause major brand damage.
Here is some media coverage and Domino’s official response:
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