8/26/2023 0 Comments Dominos customer serviceIf you started thinking about yourselves like an ecommerce company, you start asking the question, what makes a really good ecommerce company?" ![]() "For us to get really good at it, we needed to change the way we were thinking about ourselves. "People are ordering pizza, we have to make it, they then track it, we deliver it, and when you look at that entire experience, technology plays a really big role," said Maloney. For Domino's CDO Dennis Maloney, this incredible growth in the company's digital arm has meant that Domino's has had to start looking at itself in an entirely new light. The majority - north of 60% - of Domino's orders now come through online, and about half of those via mobile. But Domino's knows its customers are expecting their pies to be delivered even hotter and even faster as each year ticks by - and that means technology has a key role to play. This means that every second counts when it comes to ordering and delivery. Well, when ordering a pizza, customers want it fast and they want it hot. But what does this mean in practice at Domino's? Wild went on to explain that his company operates under three pillars of customer satisfaction - convenience, engagement, and recognition. "We always ask ourselves, 'What does the customer want?'" he said. Speaking at eCommerce Expo 2018 in September, Domino's CEO David Wild opened his keynote speech by addressing the fundamental question that always needs to be asked when working to improve the customer experience. In fact, today, it would be more accurate to describe Domino's as a leading technology and ecommerce company - and with investments in GPS tracking technology, zero-click ordering, and the new Domino's Hotspots concept, it's one that puts innovative customer experiences right at the forefront. But such a description doesn't even come close to doing the company justice. It's easy to think of Domino's as simply a pizza restaurant chain that has been preparing pies on the block for nearly 60 years.
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