April, two thousand nine dominoes head There's an Arbour Michigan communal Nations Vice President TIM Macintyre swings his morning coffee and checks the email this just landed. Blogger asking about something on you too. Mcintyre click. The link, He see shaky camera phone footage of two uniformed employees, dominoes kitchen. He turns up the volume and watches in horror, Makin fires. Job drops, as he watches a guy sneeze on dominoes, cheese, dick and bury this with his finger, a toolbox, it didn't send it out on the ground to be served to some unlucky customer, of not

entire see. What's with rage, he checks then reviews half a million he refresh the page The views led to almost six hundred thousand he's gotta shut this down fast entire fires, often email, alerting, senior management, the head of security and the newly formed social media team. Next he can tax you tube in pleads for the video to be taken down, dominoes social media, cheap, bursts into Makin tyres office. This is tat, people, and it's all over social media but are demanding to know what we're doing about it. Why we're not saying anything? The reason for the silence is simple: dominoes is still a month out from adopting any kind of social media presence and the companies only just seen the video, but in the breathing now social media, ECHO Chamber, silence, equals mission of guilt, makin makes a snap decision

launch the social media accounts right away, sort answering those questions tell people were sickened by this disgusting behaviour that we don't at no where it happened, but we won't rest until we find these people when we do, we will see criminal charges entire noses inbox, filling up with emails from journalists seeking comment. He referred here's the video seven hundred thousand views by lunchtime it'll be more than a million If dominoes doesn't stop the damage. Vast, its reputation torn apart forever again is the payments platform built to help your business grow with ad and you can accept payments in app online in store, touch, free and beyond think about it. More to get paid in more places, what could that do for you? Well, your sales and happier customers for starters again, technology adapts to any business store,

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From wondering I'm David Brown- and this is business wars. On the last episode, Pizza Hut struck gold with stuff crusts, Papa job and muscle then, on the pie, fight and dominoes online pizza tracker eased customers waiting anxiety with order updates, but dominoes is learning that the web conserve up disaster as well. Dollars. This is episode. Sex Pizza confession

its April two thousand nine and Patrick Doyle. Russia's down the corridor of dominoes headquarters in Michigan, just this morning, the forty five year old company president was sunning himself in Florida. Now he's and were firestorm. Its in six hours since communications. Vice president TIM Macintyre got sent the Youtube video of two dominoes workers load, Cheese stick with snot. The videos now had a million views, the social media teams engulfed in a blizzard of posts from outraged customers and The stories on tv news airliners makin tyres eyes. It feels like he stepped into a war room. Bones are ringing off the hook. Staff are rushing around with fear in their eyes the grabs Mcintyre JAM fossilized. Security is located the store where a franchising, Conover North Carolina? They fired the culprits. You know

thought only teenagers would do something that idiotic, but these two or in the thirties. Unbelievable Good news is, we checked the orders, the food they hampered with never left. The store was all a prank, but we're still put for criminal charges, we need to show we won't tolerate this Gatt. What's next! Well, let's keep this impression. There's three hundred million Americans and most of them know nothing about this. We need to focus the people who do know about it? So we need you to put out a Youtube video, reassuring people. There were on it a camera ready and waiting down the hall led the way soon after Doyle's address appears on you too there is nothing more important or sacred to us. Then our customers trust we're.

Examining all of our hiring praxis to make sure that people like this, don't make it into our stores. It seconds me that the actions of two individuals could impact our great system Doyle's, video gains, little traction, but with a fork employees heading to court, Cotton, restore, getting deep cleaned the Christ subsides, but the and highlighted another problem for the pizza giant Neither video were dozens of comments slamming dominoes pizza, as mass bridge. Used, boring and bland some com you're the crust of cardboard skating hot. In harder for the company to ignore its bad reputation is two thousand and in the dominoes conference, room, Doyle winces and interrupts the researcher whose giving a presentation to him and his senior team check cheese people there

our beaches as bad as Chuckie Cheese, the kids Arcade place man that's our low blow! The researcher felt her arms. I'm just the messenger, but yes, dominoes in chuck cheese, both score last out of all the national pizza chains on perception of the food quality, but People do appreciate how efficient and reliable dominoes is to order from should I move on to the taste tests? Doyle, not Kay dominoes came in mid range. The blind tastes tests not great, but not bad. How but your score dropped significantly when we did not blind tests, Doyle frowns hold out I will make sure I understand you right. Are you saying they were people, know their eating dominoes. Our pizza tastes worse, Yes, that's what our tastes spout. Doyle slumps into his chair.

Down he's known for months, the taste is dominoes weakest link. He sees and how is pals look away when he suggests ordering dominoes he sees it in the steady slide in sales and in the online criticism as the man set to become ceo in a few months time. It's his problem to fix. After the researcher leaves door turns to his dejected team can't go on small improvements to the man, you won't change perceptions, we're too far gone for that. We need something, big, something, daring, the two more hitting executives in the room glance at each other. Then one of them speaks up how daring do you want we got an idea, but it's bow really bold, well, not so much bold more do or die. I'm open anything right now, Doyle, Since, as the marketing executives running through their idea when they finish, he looks shocked

Well, that is bold and blood, really blind, what's plan b. If it doesn't work. The marketing executive shrugs there's no plan b We do this in it fails. Dominoes is finished, no coming back oil stairs out of the window deep in thought, then he turns back to his team. I might be about to become the shortest serving ceo in american history, but I think we need to do this its risky, but it feels right. So yeah, let's tell everyone, our pizza sucks in this number, two thousand nine. Dominoes launches pizza turn around campaign where it admits to delivering substandard pizza, the company roles out adds featuring criticism from real life, customers and heartfelt promises to do better,

there comes a time when you know you, ve gotta make a change where's my love, how I've bread, fast jeez, fresh ingredients, doesn't feel like there's much livened dominoes, domino's what some folks are saying about our stuff, this month's bad worst excuse for pizza. I've ever had this ass tastes like catch up totally void of labour, can either use negative comments to get you down or you can use them to excite you and energize. Your process of may a better pizza. We did the ladder, you can't just add a little salt or a little something recipe. I mean we basically to start over with a new recipe. I can't wait to have people, try it and it's not even european right. It's about us having great food dominoes pizza confession works, aided by price, cuts and money back guarantee to anyone, thinks the new pizza isn't better. Sales boom

February demand is rising so fast that dumb nearly runs out of pepperoni in the first quarter, twenty two in ten, the change you s, sales jumped fourteen percent To maintain the momentum dominoes, ounces, it'll no longer use doctored photos of its food and marketing. Instead, use photo sent in by its own customers. The news live sales even higher, then company turns at Times square billboard into allied twitter feed displaying both positive and negative tweets about dominoes and yet again, sales grow by opening up about its shortcomings in demonstrating its determination to improve dammit transforms its fortunes and that's bad whose for America's top pizza maker, The twenty tonnes are going well for pizza. It sales are slipping in its hundreds of iconic but dated red roof. Restaurants are now millstones around its neck and competitors.

Attacking on multiple front pathogens, Is making a play for the lucrative game? Night beats a crown. By answering the NFL little Caesar's value pizzas or luring away the customers who still haven't recovered from the great recession. And casual chains like California, pizza, kitchen or nibbling away at its dine in trade, but Peter huts about to fire back in September. Twenty fourteen and fourteen the. If the how to cadmium plain of Texas, today's and is under way a blonde haired woman in Blue Jeans patrols, the food prep area and they academies, kitchen, she's, Jen Weber, the company's dean of pizza alone, the length of the food preparation or pizza hut managers from across Amerika Busy assembling pies Weber Here's over the shoulder of a West Virginia franchise owner excellent work. Now The Dice Roma tomatoes

walked down. The line stops at a manager whose applying a spiral of balsamic drizzle to his completed pizza tip for next time start the spiral from the outside and work in. Just like you would when layering pepperoni it may. Easier to apply the drizzle correctly. This is busy time for Weber Training, a hundred store managers and area managers a day by the time she's done, she'll have trained thirteen hundred people to make pizza huts new peaches and we're students will be passing that knowledge on to thousands of kitchen workers the new menu is no minor tweak its this change to pizza huts food since the corny brothers founded the business and nineteen. Fifty eight do and you gives customers and mix and match choice of ten crusts six sauces by Brussels and new ingredients like fresh spinach meat, old and sliced banana peppers. The company hope

settle tap into America's growing taste for exotic and experimental flavors. In all The new menu offers two billion combinations. So, that you'd need more than twenty lifetimes of eating three pizzas a day. Try them all, but the cost of introducing this menu sky high in addition to the training pizza hundred its franchisees, are spending millions, rethinking kitchens printing menus building new, I changed and buying new utensils the companies also updating its logo and switching its half over to a new t, shirt and genes uniform to create a more modern and casual by and that's all before a single dollars spent. Promoting the new options takes months and millions to get the new men you ready to go. But finally, in November, when he fourteen it goes live nationwide pizza huts new menu has six pulled sauce. One social model

an era is classic, but the other sources take pizza. Words never been before. There's money said: what are you try the buffalo some snow? Ok, how about print crushed tomato one. So, actually, there's six now do not Classic Marin era plus or other far somebody not all right. I repeat this: classic your new for six. Ninety nine, each a flavour of now menu get it it's a hot dog com, but the flavour of how doesn't move the dial a mirror? a barely seems to notice pizza huts new offer of endless choice, low calorie crusts and pretty sweet of balsamic drizzle, the following quarter, the new menu live sales, just one percent. It inspires consecutive quarters of decline, but it's a poor return on investment and with Those resurgence pizza that's long reign is the world's biggest pizza chain

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licence in all fifty states in less consumer access, dot. Orgy number thirty, thirty. Its ball twenty fifteen anymore. No Texas, pizza huts top executives are gathering in a large meeting room way: for them in the room is Gregg Creed. The new big bellied see A pizza, Hutch parent company, young brands, he's got his sleeves rolled up in his stick arms folded I guess everyone pizza, executives. Dont know why Creed summoned them there, but the look space suggests that serious creed shut, the door adjusts his glasses and addresses the room Ajax own style. Sales Adele two percent and twenty thirteen down three presented twenty forty, the flight we have now menu hasn't, stop the slide

Meanwhile, dominoes is up five percent and twenty thirteen seven percent twenty fourteen and set them as this year too, I think the problem his pizza lacks focus, so aid reaches into his Pats pocket and pulls out a key is the key to this room. I'm leaving now and I'm block in the door. Behind me, None of you are leaving here until you come up with a clear brand identity. Actually, when you done with that waltzes out an locks them in nine hours. Creed gets a text message on his phone checks and smiles. It's from Jeff Fox Pizza, huts, chief brand officer. It reads we got an answer, or can we Please please, please leave the room now soon after Fox briefs created on the fruit said the pizza hut teams, nine, our lockdown our conclusion is easy beach better. We

focused on making better pizza, but paid too little attention to making customers lives easier deliver is where the growth in Peter is right now, and we slower than our competition and our online ordering isn't slick enough. We to make it easier to be a pizza customer creed. Not I get Any thoughts on how to do it. Hiring more drivers would reduce delivery times. We also think we should remodel the restaurant. So we can offer people are faster, dining experience However, the most obvious step is to improve digital ordering, but pizza. Got some catching up to do because dominoes, already using Tec to make ordering pizzas effortless dominoes. Customers can order on Google, home and Amazon's Alexa Twitter users, can order by tweeting the company a pizza emerging.

Can even use the new apple watch app to send for pizza, but Dominoes Tech, DR isn't stopping their dominoes, has revolutionised pizza delivery. Once again, the pizza chain giant has transformed severally spark into a custom pizza, delivering machine. We had nothing fuel took notice and winds or local dominoes to learn more about that are, and he gets has DR its October. Twenty fifteen and dominoes is touting its new delivery vehicle. They d ex p as the future of Peter. The deal. Becomes loaded with features. There's room for eighty pizza boxes dedicate Storage for dips in coal drinks, and built in warming oven? Few people will ever get Pizza delivered by de Ex be dominoes will only build one hundred and fifty, but that's not the point that the experts p. R masterstroke earning dominoes, millions of dollars worth of attention and reinforce

Seeing its image is the front runner in pizza delivery. Pizza hut finds itself stuck in dominoes shadow by the time needs a hurts. An order tracking and twenty. Seventeen Dominoes is already testing gps tracking of its drivers, so customers can follow their pizzas journey from stored or front door. In twenty seventeen dominoes hot stuff. Delivers the victory its craved for decades, twelve point two billion dollars in sales, topping pizza huts annual hall for the First time in history, dominoes honesty about its old venue, singular focus on delivery and harnessing of new technology has one out it's taken domino sixty years to claim pole position in that time endured, constant setbacks. It's nearly bus three times and watched its headquarters burn it

its boundary to God and was forced to drop its thirty minute delivery pledge and it survive you two banksters and overcome its reputation for terrible pizza, but now, as the twenty twenties begin, both dominoes and beats. I have more than each other to fret about its May twenty twenty the corona virus locked down, in effect in Irving to New Jersey, a dominoes I propose to stop at a red light at a junction and a usually busy part of town. Now the only other people he sees on the road or other delivery drivers, burying food people's homes. The lock is causing an explosion of orders for home delivery and the chains are racing to hire extra drivers to meet the surge in demand. Across the junction. The driver sees a Papa Johns car idling at the little Caesar's on the corner, a door dash driver, races out the door with two pizza boxes. In an nearby

Parking Bay and Goober each worker retrieves, a large burger king bag from his vehicle is like this all over across the world. A swarm, a third delivery. Companies are bringing not just pizza but all kinds of hot food to people's doorsteps and right now the pizza. Answer grappling with the question of how to respond. Should they treat these new players as friend or foe. Dominoes has already made its choice. It believes extra sales, the upstarts promise dozen justify the twenty five percent slice of profits. They typically, why in return. Instead, its sitting in its own ability to provide customers with a superior experience and lower prices. Pizza hut, owner young brands, is taking a different approach, sizing up the better show for an alliance that could supply a new set of customers and help win back its crown. But what is certain

is it. The rivalry between dominoes in pizza had won't fade away. The dominoes drivers sees a pizza hut vehicle full up on his lap. The two I will drivers glance at each other. Then they look. Bad the dark road ahead. Regular agents. From wondering this episode, six of pizza, hug versus dominoes for business wars on Next episode were joined by pizza industry experts, SAM Ochreous, he's the editorial director of food news media be to be media company covering the fast casual industry will discuss present in possible future of these companies. The pizza industry in general, dominoes and Peter had or adapting during the pandemic. If you like us, Please give us a five star rating and a review and be sure to tell your friends subscribe on apple pod casts Spotify

wondering Amber wherever you're listening right now and to listen to episodes one week early joint one replies You'll also bind some links and offers from our sponsors and the episode notes, supporting them helps us keep offering our shows were free and other ways support. The show is: filling out a small survey and wondering dot com, slash survey and tell us which business stories you'd like to hear a quick note. Recreations you ve been hearing. In most cases we can't know exactly what was said. Those scenes are dramatization, but there John Historical Research and, if you to learn more about dominoes rise to the top check. Merci, a Turner's book? The dominoes story, I'm your David Brown, Tristan Donovan, wrote this story. Karen Low is our senior producer and editor edited and produced by Emily Frost, sound designed by Kyle Randal, our exam. Producers are J, Lauer, Batman, Marshall. Do we created

or non Lopez. Hey guys. I Mickey boy. Your host of the daily smile, Demi Skipper is on a mission, so I cant use any cash that can take the item. I trade for goes. Salad and then, with that money go buy. Something also only can be item by item she's. Looking for a trade and she's bartering for something big like really big and she started with one small Bobby then listen to let's get this house on the daily smile on wondering, plus apple Spotify or wherever you get your path.