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Good Customer Service Can Win Customers Away from Competitors

By Gary Cope

Sunday was a big day for football fans as the NFL’s AFC and NFC championship games were played. Both games were incredibly exciting and like so many football fans, I chose to watch the games with a pizza. But what delivery place should I order from? Pizza Hut? Papa John’s? Domino’s? I love Papa John’s and Pizza Hut has the stuffed crust pizza, but I thought I’d give Domino’s a shot, even though they’re not my favorite.

Not wanting to miss any of the game, I decided to order online. I had done so successfully with Papa John’s, so I felt comfortable with the process. Little did I know just how cool, easy and dare I say “fun” the process was! Domino’s online ordering technology is called “Pizza Tracker” and will show you the entire process of your order from the time it is placed.

There are five steps to the process:

Order Placed
Prep
Bake
Box
Delivery

The online ordering process was far easier than any other pizza joint on the Web. Domino’s even let’s you choose cash or charge, which isn’t always an option with other restaurants. Once my order was placed, the progress bar you see above glows red to show you what stage your order is at. Way cool!

Then, once your order is delivered the Pizza Tracker page will give you a series of survey questions that ask about your experience. It will even tell you the name of the cook who prepared your food and will ask you how it tasted. And then, you can leave additional comments about the experience.

So, what lesson can we learn from this? Well, even though Domino’s is not my favorite pizza, they do offer a very cool and unique online experience and they really do seem to value my input, so I will definitely order from Domino’s again the next time I want a pizza, or their new oven-baked sandwiches, which by they way are actually better than Subway.

Give you customers top notch customer service, a unique buying experience and show them that you value their feedback and they may just choose your over your competitor. Customer service really is that important.