Quality isn’t everything. Case in point: Domino’s Pizza. Founder Tom Monaghan discovered that the key to success in the pizza business wasn’t great pizza, but free delivery. But no competitive advantage lasts forever and the company’s subpar pizza began to deliver subpar results, no matter how fast it’s delivered, especially after several accidents, one fatal, forced the company to abandon its signature 30 minute delivery guarantee.
Here’s a short case study from Bloomberg Business summarizing the rise, fall and rise of Domino’s and how it atoned for its “crimes against pizza and re-built a nine billion dollar empire” after losing half its market share.CATEGORIES: Competition, Critical Thinking, Customer Service, Decision Making, Innovation, Leadership, Marketing, Product Development, Strategic Planning, Strategy