Upload
others
View
0
Download
0
Embed Size (px)
Citation preview
DOMINO’S
PIZZA GROUP
PLC
CUSTOMER ENGAGEMENT SUMMIT
8 November 2016
Enjoying pizza
US Brand – leading pizza delivery company in the world
DPG Master Franchisee for UK/ROI/Switzerland
JV Partner in Germany/Norway/Sweden/Iceland
FTSE 250 Public Company – Market Cap £1.7 bn
Domino’s Pizza
Group 10yr history: store count, system sales and group profit
451
501
553
608
665
720
775
825
861
916
0
100
200
300
400
500
600
700
800
900
1000
2006 2007 2008 2009 2010 2011 2012 2013 2014 2015
UK & ROI store count
UK & ROI store count
0.0
10.0
20.0
30.0
40.0
50.0
60.0
70.0
80.0
0.0
100.0
200.0
300.0
400.0
500.0
600.0
700.0
800.0
900.0
1000.0
2006 2007 2008 2009 2010 2011 2012 2013 2014 2015
Underly
ing p
rofi
t £m
Systm
esa
les £
UK/ROI sales & Underlying profit (£m)
UK & ROI System sales UK & ROI Underlying operating profit
Facts about Domino’s Pizza (Nina)
35,000 People across 980 stores in UK and Ireland
85 million pizzas a year
14 million app downloads
Our busiest day is Valentine’s Day
We recently acquired stakes in Iceland, Sweden and Norway franchises
Planning to reach 1,600 over next five years
Domino’s interesting facts
Competition more dynamic than ever
TRADITIONAL FRESHER
& BETTER
CHOICE RESTAURANT
QUALITY
Domino’s UK today
Domino’s has doubled its share of overall UK Restaurant market since 2008
Delivery market is growing at an 11% per annum rate over last 3 years
Domino’s has grown share in this rising category
Domino’s has market-leading spontaneous awareness
Domino’s is recognised by industry observers as the leader in digital ordering
Industry experts credit Domino’s with consistent and efficient operations
Last year we generated £574.3m on-line sales
Q1-3 Total UK&ROI £504.9m online sales, 22.9% yoy
2015 - £100k in 7 minutes
2013 - £100k per 13 minutes
2013 - £100k per week
2001 - £100k per month
1999 - £100k per annum
2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015
13.9 19.5 31.855.1
79.6
126.4
186.6
268.6
337.9
440.4
574.3
Social
Mobile display
Tablet app
Digital content
New site
Responsive web
Mobile app
Mobile web
Generated £763m from mobile commerce in six years
Q1-3 Total UK&ROI £323.4m online sales, 33.4% yoy
2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015
£344.6
£217.1
£129.9
£50.6
£16.6£4.1
Lessons learnt
at Domino’s
Organisational not department priority
Accelerate change – do not resist the inevitable
Balance digital marketing with traditional marketing
Be bold!
Convenience is king Customer in control Top of mind
Simple customer insight
Business operating models
End to end assessment
Forward looking
Recognise change is not slowing
Flexibility of inventory deployment and fulfilment
Critical review of whole customer journey including:
Click ‘n’ Collect
Order progress
New entrants will set the pace
Investors recognise the need for change and can support long term thinking
Implications for leaders
Be a learning leader with blinkers offand wide purview
Think as a customer – be a customer – talk to digital natives
Use data to drive decision-making in active ways
Do not resist change – update infrastructure boldly
Be open to new ideas – accept failure risk
Understand Cyber risk and be prepared for disaster
Summary
On-line is key to business growth in Domino’s
Customers do not recognise channels
Transition shows no sign of slowing
New entrants e.g. Just Eat, Deliveroo fuelling trend