Dominos Pizza is doing something really amazing. They are listening to their consumers and making adjustments based on customer feedback! They’ve gone so far as to change the pizza recipe they’ve been using for the past 50 years. I can see it working out well for them, but part of me is a little worried they might end up with a “New Coke” on their hands. We’ll see soon enough.
They are making these changes as part of a social media outreach program called Pizza Turn Around which includes twitter feedback on the main page and a Youtube documentary:
The line from the documentary, “You can either use negative comments to get you down or you can use them to excite you and energize your process of making a better pizza. We did the latter,” is a great example of a company taking charge of their brand and their consumer experience.
Kudos to you, Dominos, for listening and (more importantly) responding to the feedback from your customers. Always a good idea to listen to the people who put money in your pocket and keep your business open.
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