Chapter 11
Delivery
“Delivery” is the phase of the customer’s journey where operational excellence is critical. Customers have made a commitment to purchase from your organization. They are now expecting everything to be delivered as promised. Quality of delivery is paramount when dealing with a new or existing customer. We all experience amazing deliveries with step-by-step product build and delivery communication through text messages, email, or online.
Domino’s Pizza is a leader in this space. A customer can purchase a low-cost pizza and monitor their pizza’s journey from creation through to delivery, tracking the delivery driver’s progress. This is effective communication and customer experience within a commoditized, competitive market. ...
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