This is exactly how we define innovation! Of course, there are caveats around the current version of the product. Rather, it is an example of a new use of existing technology. The brand took a customer need and built a product around it – a smart CX move executed in a bold way.Īccording to Domino’s CTO Dennis Maloney, this product is not a case of discovering new technology. Going Outside the HomeĪfter listening to customers say they want to get pizza delivery on the beach or at a game, Domino’s announced its plan to deliver pizza anywhere their customers are. Similarly, Domino’s is building the ability to order pizza using only your voice. JetBlue’s facial recognition product does not require customers to have any paper, or a phone, to board a plane. Similar to JetBlue, Domino’s believes that future customer interactions with brands will be completely digital and not tied to devices like phones. The in-home connected devices are a significant part of the Domino’s voice strategy to create customer experiences that drive sales. Good Customer Experience Technology Design Means Thinking Beyond the Phoneĭomino’s incorporated Alexa and Goggle Home as ordering channels. This is why today we feature his company as a good customer experience example. Last year Domino’s CEO Patrick Doyle told CNBC the strategy is not demonstrating impactful cost savings, but improved customer experience is driving sales up. The payoff – increased sales and revenue – makes it worthwhile. Achieving such a meaningful channel shift is not easy (or cheap). 50% of Domino’s orders are digital and two thirds of them are through mobile devices. And following through with a strategic execution. The pizza giant is placing a big bet on digital and customer experience.
These moves are translating into more sales and more engaged customers.
And they committed to digital innovation. They changed a nearly half-century old recipe. See all Customer Experience audit stories.ĭomino’s Pizza made two CX bold moves.
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Today’s example features a good example of how to use customer experience technology to leverage opportunity.
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Editor’s Note: This post is part of a series of Customer Experience Audit – as series of articles featuring examples of good customer experience and bad customer experience in practice.
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