4. Colin Rees

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 ? Mobile as a %over time Mobile sales of online25% iPhoneWebTot • Now represents 15% of online All platforms growing fast 2010 iPhoneAppTot 2011 2012 sales.20% NativeWebTot AndroidTot iPadTot • Can be £1m / week growth IPAD showing fastest15% WindowsPhoneTot • Still growing fast, some10% • Good indications from switching from the web Windows mobile • And across all platforms5% 2009… 2009… 2009… 2010… 2010… 2010… 2010… 2010… 2010… 2010… 2010… 2010… 2010… 2011… 2011… 2011… 2011… 2011… 2011… 2011… 2011… 2011… 2011… 2011… 2012… 2012…0% 1 5 9 13 17 21 25 29 33 37 41 45 49

Why is it working ?

35% NPS SalesOnline +43%21% NPSDelivery16% NPSCollection

Of Dominos Pizza’s promoters 89% 40%Indicate they’d order again Would recommend Domino’s

Back of houseThe challenges Our approach – Use Rackspace• Security • Highly secure environment• Scalability • Cloud based services very scalable• Manageability • Makes manageability easier to fix

What’s Next ? Consolidate our learningsLook for other opportunities

4. Colin Rees

by rachelmsalmon

Accessibility

Categories

Upload Details

Usage Rights

Statistics

4. Colin Rees Presentation Transcript