Domino's incorporates Social Media and Customer Feedback
Domino’s earlier this year ran an electronic ticker on a 4,630 sq ft billboard in Times Square. It displayed real-time customer comments — good, bad and neutral. The comments were filtered for bad language and appropriateness, but not for sentiment.
These comments were taken from their system that allows customers to track their order through the entire process (in real-time) and see the name of the person making the pizza. This also allows the staff making the pizzas to see the reviews they are getting (in order to improve).
Some may remember the bad publicity Domino’s received in 2009 when employees were found on YouTube spoiling pizzas that were going out to customers. The video went viral at a crazy speed, and Domino’s were slow and crippled to respond because they were not yet on any social media channels. Since then, they have turned their bad press into good press – learning the hard way that to ignore social media you are taking a huge risk.
Domino's customers are freely telling them how to be better – how to offer their services and product in the way that they will continue to purchase them. Why would you not want that feedback and resulting return on investment?
Touchwork is an industry leader in customer feedback and service recovery. We have a software solution to capture customer feedback via social media and SMS through both web and mobile platforms. With this, not only are your customers encouraged to give their views, but as a business this feedback can be monitored, measured and assessed – as it happens.
Read more on our website, otherwise contact us for further information.