ORM assignment for domino's

1. ORM
(ONLINE REPUTATION MANAGEMENT)
- HARSHITA SALIAN

2. DOMINO’S
Domino's Pizza, Inc.,branded as Domino's, is an American multinational
pizza restaurant chain founded in 1960.
In August 2012, Domino's Pizza changed their name to simply Domino’s.
At the same time, Domino's introduced a new logo that removed the blue
rectangle and text under the domino in the logo, and changed the formerly
all-red domino to be blue on the side with two dots and red on the side with
one dot.
This was done because the company wanted to "expand" menu choices rather
than simply rely on their traditional pizza.
In February 2018, the chain became the largest pizza seller worldwide in
terms of sales.

3. NEGATIVE TWEET
• Tonality
While responding to a customer who is unhappy with their services, the
brand have mentioned a calm and composed tone. The brand have taken
the problem offline thus reducing the chances of negatives slashes on the
Internet.
• Response
Hello Mandeep,
Apologies for the inconvenience.We understand that the experience we
gave you in this order was dull and that's not the encounter we want you
to have with us. We are taking all necessary actions to prevent this from
repeating.If you could please help us with your contact number, precise
restaurant address email address and order number via DMvia DM. We
will quickly look into this and get it sorted.
Thank you for giving us time.

4. NEGATIVE TWEET
• Tonality
While responding to a customer who is unhappy with their
services, they have mentioned a calm and composed tone but
in formal manner.
• Response
Hello Kabir,
We are really sorry about the hassle. This is definitely not
what we stand for. Please help us with the restaurant
location, order number and email id so that we check what
went wrong and have this rectified.We will make sure that we
look into this to the earliest and compensate appropriately.
Thank you for reaching out.

5. NEGATIVE COMMENT
• Tonality
While responding to a customer who is unhappy with
their services, the brand is trying to build connection with
the customer by being warm.
• Response
Hi @foodmoodandmore,
Sorry to have messed up your order, We will check with
customer care into how this slipped away and will also
send a note to the chef for quality checks. If you can
quickly share your order and contact details, we can look
this up efficiently.
Thank you for reaching out.

6. NEGATIVE TWEET
• Tonality
While responding to a customer who is unhappy with their
services, they have mentioned a calm and composed tone but
in formal manner.
• Response
Hi Akshay,
We’re sorry to hear about the inconvenience caused to you.
Can you kindly help us with your contact number, precise
restaurant location and email address and order number via
DM. We will quickly look into this and sort it out.
Thank you for reaching out

7. NEGATIVE TWEET
• Tonality
While responding to a customer who is unhappy with their
services, the brand is showing a feeling of comfort, to connect
with the customer.
• Response
Hi Sushmita,
We are extremely saddened to hear about this. Each one of
your orders is special to us and pains us to know that it did not
go well. Please kindly provide your contact number, precise
restaurant location, order number and email address so that
we can see what went wrong and have this resolved for you at
the earliest.
Thank you for reaching out.

8. NEGATIVE TWEET
• Tonality
While responding to a customer who is unhappy with their
services, they have mentioned a calm and composed tone but in
formal manner.
• Response
Hi Vishal,
We are disappointed to learn about the unpleasant experience,
Vishal. We would like to hear more about this please help us
with your contact number, precise restaurant location, email ID
and order number via DM. We will look into this matter and
reach out to you within few hours .
Thank you for reaching out

9. NEGATIVE COMMENT
• Tonality
While responding to a customer who is unhappy with
their services, the brand is showing a feeling of
comfort, to connect with the customer.
• Response
Hi Paras,
Appreciate your patience. We apologise for the trouble caused.
We completely understand how frustrating this can be. We are
here to help you. Kindly provide your contact number, precise
restaurant location and email address so we can have this
resolved for you.
Thank you for reaching out.

10. • Tonality
Their comments are customer centric and they are
emphasising on how they believe in giving the best
• Response
Hey spot on Ganesh!
Thank you for the precious ideas! We truly value
feedback, suggestions and ideas from true gems like
you!!!
POSITIVE COMMENT

11. • Tonality
The brand is responding to the customers comment by
emphasising on praising their employees.
• Response
Hey Amaya,
Thank you, we are proud to have him as well.
Domino’s kitty just swelled 10 times more with those
words, and its appreciation like these that truly make
an order complete and not just when the payment is
successful.
POSITIVE COMMENT

12. • Tonality
The brand are being very expressive and happy. It shows
that they really appreciate the customers response which
builds up a good customer relationship.
• Response
Hey Abha,
A big shoutout to all Gwaliors for beating this pandemic
with such zeal and steel. It is efforts like these when a city
comes together that helps the world heal and have hope.
Keep ordering those pizzas and there will soon be
domino’s pizza stations especially for Gwalior. Cheers!!
Thank you for reaching out.
POSITIVE COMMENT

13. • Response
Hey,
Thank you for your appreciation! Your
comment gave us a smile. Domino’s is
truly grateful to have you as our loyal and
trusted customer. We promise to continue
this legacy of deliciousness with even
more vigour.
Unanswered Comments

14. BRAND ANALYSIS

15. BRAND ANALYSIS

16. BRAND ANALYSIS

17. SUGGESTIONS
1. Do not neglect any social media platform (Instagram),respond to the
comments whether it is positive or negative comments. Ignoring negative
comment can sometimes cause a major blunder. Figure out from where is that
negativity coming from and rectify the mistake.
2. Replies or responses should be prompt.
3. And like any relationship, people want to be heard. They want to know
someone is listening and communicating in a way that’s relevant, empathetic,
and human. No one wants a robotic, copy-and-paste relationship
4. Sometimes, by patiently listening to your customer and showing genuine
interest in their experience, you may resolve the issue without further action.
5. If someone is forking over their hard-earned dollars, they want to know they’ve
made the right choice. Customers want their brand interactions to be relevant,
personalised , varied, and in constant anticipation of their wants and needs

18. Not all goodbyes are sad!