In another smart example, Lowe’s, the brick-and-mortar purveyor of bricks and mortar, recently developed MyLowes, an online tool that helps customers retrieve information about previous Lowe’s purchases. MyLowe’s – Taking Bricks And Mortar Beyond Brick And Mortar Can you double-check for me?” and so forth. In the case of the Pizza Tracker, Domino’s is saving its customers from ever having to call the company to ask “Is my order coming?”/“When is it coming?”/“Oh no-I hope I remembered to order my lactose-intolerant girlfriend’s half without cheese. What I do want to know-and the delivery driver may too- is whether I’ll have any clothes on when the doorbell rings. Similarly, your ability to avoid customer frustration in almost any field depends in part on ensuring that customers have everything they need, without needing to ask you for it. As a Domino's customer I don’t really care whether my pizza takes 30 minutes or 35 minutes. There is logic behind this perhaps frivolous-sounding app. That promise proved so dangerous to pedestrians who got in the way of Domino’s overtaxed drivers that the company was soon on track to become a full-employment fundfor trial lawyers.) (The historian in me insists on noting that the Pizza Tracker replaces Domino’s original, spectacularly ill-conceived 30-minute delivery guarantee. This app and Web-based widget lets you check on the pizza you’ve ordered at every stage, providing real-time information that relieves anxiety, eliminates wasted phone calls and even provides a bit of levity. Let’s look at something fun and innovative: the Domino’s Pizza Tracker. Strive to elevate the lowly concept of “avoiding stupid sh-t” to a high art in your organization.ĭomino’s Pizza Tracker: No More Answering The Door In The Nude You need to ruthlessly and creatively hunt down these time-wasters yourself for the sake of your customers. And they’re similarly peeved when they get lost while trying to visit your office because they had to guess your physical, GPS-friendly address, since only your PO Box is listed on the website. They want an immediate, automated confirmation by email. Customers don’t want to call you to find out whether an order has shipped.
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