Upload
rachelmsalmon
View
526
Download
0
Embed Size (px)
DESCRIPTION
Citation preview
Wowing the customer
Background• Domino’s Pizza is a worldwide home delivery pizza company
• Founded in the USA in 1960• Over 25 years’ experience in the UK & Ireland
• Domino’s Pizza UK & IRL plc continues to expand• FTSE250 company• Opening 60 new stores per year• 1,200 stores by 2021• Playing a role in rejuvenating suburbs, regional and neighbourhood centres
• The company’s core business strategy focuses on three key elements• Great pizza• Outstanding customer service• Innovative marketing
• Domino’s operates using a franchised system
Our approach to mobile
• Keep the costs low
• We learnt as we went along
• We used partners to help us
• We tried different things
• We didn’t wait for perfection
• No business case
What have we developed ?
How’s is it working for us ?
1 4 7 10 13 16 19 22 25 28 31 34 37 40 43 46 49 520%
5%
10%
15%
20%
25%
Mobile as a % of online
2010 2011 2012
200942 201001 201013 201025 201037 201049 201108 201120 201132 201144 201205
Mobile sales over time
iPhoneWebTot
iPhoneAppTot
NativeWebTot
AndroidTot
iPadTot
WindowsPhoneTot
• Now represents 15% of online sales.
• Can be £1m / week
• Still growing fast, some switching from the web
• And across all platforms
• All platforms growing fast
• IPAD showing fastest growth
• Good indications from Windows mobile
Why is it working ?
35% NPS Online
21% NPS Delivery
16% NPS Collection
Sales
+43%
89% 40%Indicate they’d order again Would recommend Domino’s
Of Dominos Pizza’s promoters
Our experience is that if your delight your customers with your service they come back
and they spend more.
The easiest way is to Listen.
Back of house
The challenges
• Security• Scalability
• Manageability
Our approach – Use Rackspace
•Highly secure environment•Cloud based services very
scalable•Makes manageability easier to
fix
What’s Next ?
Consolidate our learning's
Look for other opportunities