The Resurgence of Domino's Pizza
This is how Domino's got themselves out of disaster.
In the late 2000s, Domino's Pizza found themselves in a major crisis, threatening to destroy the entire company.
Sales were plummeting, customers were fed up with the flavorless, cardboard-like pizza, and the slow delivery service. Things needed to change, and FAST.
The once-beloved pizza giant was now a giant laughingstock, “you either die a hero or live long enough to become the villain.
But Domino's refused to go down without a fight. In a gutsy move, they launched the "Pizza Turnaround" campaign in 2009.
They admitted that they weren’t delivering (ha) their best product and begged their customers for a second chance.
Behind closed doors, Domino's chefs worked tirelessly to create a new recipe. They created a mouthwatering pizza with a revamped crust, zesty sauce, and quality cheese that won over the hearts of pizza lovers all across town.
With their new pizza perfected, Domino's focused on their next big issue: delivery service. They implemented their own mobile app and online ordering with tracking. Coupled with lightning-fast logistics, Domino's was determined to redefine convenience and customer satisfaction.
Customers rejoiced, sales soared, and Domino's became a symbol of redemption for the fast-food world.
Today, Domino's is a $14B company and a great example of resilience through innovation.
The Takeaway:
To survive, businesses of all sizes must prioritize their customers above all else. Being customer-centric ensures longevity when executed effectively, and it enables companies to navigate the inevitable challenges successfully.