How Domino’s Won Hearts by Delivering Delightful Customer Experiences & Uplifting Revenue With MoEngage

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Delivering an elevated customer experience can be a key differentiator for brands, leading to improved customer satisfaction, increased revenue, and a strong brand reputation. Data shows that companies that adopt a customer-centric approach can improve their revenue by almost 5-10% by improving their customer experience strategy. 

Domino’s, one of the most loved global pizza brands, is a great example of how a business can grow by delivering elevated customer experiences over anything else. Domino’s has always relied on its three core principles: ‘put people first,’ ‘do the right thing,’ and ‘champion the customers.’ And that’s the reason why Domino’s has been ruling the pizza industry for years. The brand’s people-centric approach, authentic pizza tastes, and appealing campaigns have made it a popular household name. 

The purpose-inspired brand’s vision of staying attuned to customer needs and enhancing customer experiences highlighted the necessity of onboarding an agile engagement partner.   

How Domino’s Elevated Customer Experiences at Scale

Domino’s biggest strength has always been its ability to be completely in tune with customer preferences and to receive feedback favorably.

With technology entering the industry, the changing times prompted the pizza chain to look into better UIs to interact with customers. 

This meant:

1. Targeting the right customers at the right time
2. Automating the customer journeys end-to-end
3. Gauging drop-offs proactively
4. Re-engaging dormant customers into becoming active ones

However, the brand’s previous legacy Martech platform lacked the right features and functionalities to achieve these objectives.  

The need of the hour was an engagement platform equipped with state-of-the-art features and easily handling large-scale operations (over 1-1.2 million customers browse Domino’s website and app daily).  

Domino’s found all that and more in MoEngage.  

Here’s a breakdown of how the collaboration panned out: 

Understanding the Customer’s Pulse

By partnering with the agile MoEngage platform, Domino’s could better understand the customers’ pulse and gauge their preferences precisely. The brand used MoEngage to gather feedback and conduct surveys via their in-app nudges. This not only helped Domino’s uphold one of their core values, “Put People First,” but also helped them gather firsthand insight about their customers.  

Predicting Drop-Offs and Re-engaging Customers

With the help of MoEngage, Domino’s could easily clock when the drop-offs were about to happen, meaningfully re-engage with those customers, and bring them back into the funnel stronger than before. This helped Domino’s tremendously to see an uptick in their revenue. 

Sending Timely Communication

After partnering with MoEngage, Domino’s was also able to communicate timely offers and discounts to its customers. 

Sakun Suri, Manager of CRM Marketing at Jubilant FoodWorks Ltd, mentioned, “We reach out to our customers 4-5 times every 24 hours, so timely delivery of these communications is critical. MoEngage has delivered excellently on this front.” 

Implementing the Loyalty Initiative

In 2023, Domino’s launched its loyalty program, “Domino’s Cheesy Rewards.” The program was aimed at customers who fulfilled the criteria of placing six orders with an average order value of INR 350 and above. The customer would then get 600 reward points, following which they could claim a free pizza.

The supplementary engagement and complex (yet seamless) integration with Domino’s database ensured the program’s success, as the rewards point data flowed into MoEngage accurately. 

In addition, Domino’s was able to send relevant nudges that reminded the customer that they were “so many” points away from a free pizza or to use their reward points before they expired. The whole communication process was spread over 6-7 automated journeys that were implemented and executed using MoEngage. 

The loyalty program was so successful that the revenue generated and the number of orders received through it exceeded the numbers received through the rest of the database—over 20% more! 

End-to-End Campaign Management

MoEngage played a crucial role in complete campaign management for Domino’s. From building customer segments to content creation and campaign dissemination, Domino’s team found everything to be as easy as it could be with MoEngage. The lack of coding assistance or knowledge required to take a campaign from idea to reality also helped the cause. This stellar feature of the platform significantly reduced the time and effort required in the entire process for Domino’s.  

Boost Your Revenue And Elevate Customer Experiences with MoEngage

Offering stellar customer experiences that keep consumers coming back is truly the foundation for all QSR brands like Domino’s.  

But Domino’s has an upper hand in the game. By partnering with an agile customer engagement platform like MoEngage, the brand significantly improved its already stellar customer experiences and consequently boosted its bottom line as well! 

This impact is a great example of what consumer brands can achieve with the right Martech stack. Here’s a glimpse at what Domino’s achieved with MoEngage by its side:

• 20% Uplift in revenue from the loyalty management program
• Set multiple automated customer journeys seamlessly
• End-to-end successful loyalty program management 

By partnering with an enterprise engagement platform like MoEngage, your brand can build a loyal customer base and thrive regardless of the competition! 

MoEngage, the choice of many leading global consumer brands, is built on AWS and uses key services like EC2, Kafka, Athena, SQS, Lambda, and Personalize to deliver real-time customer engagement for your customers.  

The platform delivers personalized marketing communications within seconds while scaling up easily for businesses of every type – startups with 1000s of customers to large unicorns and enterprises with 100s of millions of customers. 

If you, too, are planning to go phygital and want to see maximum ROI for your efforts, look into agile customer engagement platforms like MoEngage. The right engagement partner can help you actually improve the bottom line by supercharging customer experiences and helping your brand achieve phygital excellence. 

Are you ready for it?