@fensterjeff: In 2009, Domino’s put out a commercial called “Domino’s Pizza Turnaround.” But it wasn’t your typical sizzle reel or promotional piece. The video opened with common complaints about their pizza at the time. Feedback from customers like, “the crust tastes like cardboard” and “the sauce tastes like ketchup” flashed up on screen. Rather than debate or deny any of the claims, they listened. The commercial showed leadership in the company admitting that the quality was not what it needed to be, and told the story of how they were going to fix it by completely revitalizing their recipes and their quality standards. Before they put out the video, consumer surveys reported that Domino’s was viewed as the worst pizza chain - tied with Chuck E. Cheese. Now, Domino’s is the most successful pizza chain in the world in terms of revenue, and has 15,900 stores across 85 different countries. By facing controversy head on, being completely honest and transparent with their customer base, and working on getting better every single day, Domino’s went from disaster to the top!

Jeff Fenster

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Region: US

Wednesday 08 November 2023 20:12:18 GMT