![]() The technology was also singled out as one of the key drivers behind a record 40 percent rise in net profit in fiscal 2015. You can purchase his new Forbes Signature Series eBook, Your Customer Is The Star: How To Make Millennials, Boomers And Everyone Else Love Your Business at Amazon and Apple today.In its full-year results in August, Domino's said the project was the "biggest change to pizza delivery in the global brand's 54-year history". Micah Solomon is a customer service consultant, keynote speaker and bestselling author. Ace lays the store out in a way that makes it easy for the customer to navigate their way to making almost any routine purchase on their own”–items intended for use together are grouped intelligently, there’s signage that’s intelligible to even a very part-time handyman–“yet they have very knowledgeable staff on hand to ask project-specific questions,” which is an excellent approach to take in many industries and contexts today. ![]() Nate Long, a marketing and PR practitioner: “ millennials expect an environment that allows us to serve ourselves for anything trivial, without having to ask.” Nate gives a nod to another hardware store, Ace Hardware, for doing this “especially, and surprisingly, well. For this reason, their preferences are crucial to keep in mind for most everyone in business today. ![]() The millennial generation, born 1980-2000, is the largest generation in history and soon will have the dominant wallet power in many markets. Proactive Self-Service: Especially Important for your (80 Million!) Millennial Customers Sorry, I didn’t bring it with me.” (Setting up MyLowes wasn’t pure-hearted altruism, of course: Enrolling customers in the program also expands Lowe’s wealth of data on how customers shop.) Compare this to asking the Lowe’s clerk du jour, “Do you remember that power drill I bought 18 months ago? I need a new screwdriver attachment that will fit it. The tool’s functionality allows customers to retrieve warranty information, get targeted tips about using items in their purchase history, reorder items they’ve purchased before and buy complementary products. 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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