“ Leveraging digital is really about what journey a customer is currently going through , what journey you want to create , and more importantly , what journey a customer is looking for ”
— Troy Barnes , Chief Customer Officer for APAC , Pizza Hut
105 Pizza Hut has always prioritised listening to its customer feedback and ensuring that any changes it makes to its operations will be beneficial for the consumer . “ Technology is really breaking new ground by making life easier – with apps or websites , social media and messaging platforms , a lot of brands and organisations are trying to compete in the space of making it easy for customers to engage with them , allowing the business to satisfy the consumers ’ needs ,” Barnes notes . “ The experiences and journeys that have been created as part of these fast-casual digital stores have definitely provided a lot of uplifting customer feedback which we track globally on an orderby-order basis . The response of overall satisfaction and ease with which our consumers can order pizza through this new platform has increased dramatically . This positive feedback has translated into sales and revenue at the end of the day .”
Barnes highlights the importance of customer retention within the company ’ s operations : “ We want to understand the behaviour of the consumer in regards to preference when ordering
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