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In 2010, Domino's was one of the biggest pizza delivery chains in the world. But it had a problem.
"The taste of the crust is like cardboard."
Customers loved the fast delivery, they hated the taste.
A recipe reinvention was risky but slumping sales and a stagnant share price meant decisive action had to be taken.
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How would you respond?
When faced with negative feedback many leaders retreat. They go behind the scenes. Back to the drawing board in an attempt to fix the customer problems. Even worse, some leaders ignore it.
Domino's did something different.
They embraced the feedback. Actively seeking more feedback through its Tracker app. Encouraging customers to upload photos in its "Show Us Your Pizza" campaign. They even put the negative feedback on put it on billboards.
Then they asked their customers a question: How can we improve the pizzas?
The result. If you had invested $1,000 in Domino's 2004 IPO, your stock would be worth more today than if you had invested $1,000 in Google's 2004 IPO.
It worked because they stayed curious in the face of feedback. Asking questions to learn even more.
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The best businesses run on questions.
Studies have shown that the most creative, successful business leaders have tended to be expert questioners. One good question can give rise to several layers of answers, can inspire decades-long searches for solutions, can generate whole new fields of inquiry, and can prompt changes in entrenched thinking.
Questions can even transform the taste of a pizza.
Now where is my large Texas BBQ.....🍕
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