Protos » customer empathy http://protos.dk - Creative Stuff by Kristian Tørning Sat, 16 Jul 2011 21:17:22 +0000 en hourly 1 http://wordpress.org/?v=3.3.1 Fine granularity order tracking: Because feedback in customer service rocks http://protos.dk/2008/02/02/fine-granularity-order-tracking-because-feedback-in-customer-service-rocks/ http://protos.dk/2008/02/02/fine-granularity-order-tracking-because-feedback-in-customer-service-rocks/#comments Sat, 02 Feb 2008 08:49:12 +0000 Kristian Tørning http://protos.dk/2008/02/02/fine-granularity-order-tracking-because-feedback-in-customer-service-rocks/ Often when making a purchase or an order (be it a pizza, a camera, furniture or books) tracking is essential. Its like waiting on the bus. Although the bus will not arrive faster just because you know when it will arrive, it still feels nice to know.

For instance amazon offers book tracking but its very high level: Was the order shipped or not?

Leave it to the Americans (in the fast food industry) to figure out what kind of tracking you really want, when say ordering a pizza. Behold the Domino’s Pizza tracker:

dominos2.jpg

Basically it takes you through five steps:

  1. Order placed
  2. Prep
  3. Bake
  4. Box
  5. Delivery

The tracker is @ http://www.dominos.com/home/tracker/pizzatracker.jsp but you cant take it for a spin without an order.

They need to combine the “delivery” with location like this (below another domino app):

dominos-21.jpg
That way I can even see how close they are.

This is an intense value add. It doesen’t really have too much to do with the pizza itself. The same could be applied to say sushi :-)

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