During his first earnings call as chief executive on Tuesday, Joe Jordan, who was appointed to lead Domino’s earlier in the month, announced that drawing nearer to the customer will sit at the top of the agenda. He stressed that listening to diners directly will shape the brand’s next moves and that this focus will be reflected in every major decision the leadership makes. Jordan explained that the pizza chain’s strategy will emphasize understanding its customers and their needs to help it prioritize initiatives that it can act upon quickly and drive greater frequency, as he noted on the Q3 2026 earnings call.
Domino’s CEO outlines customer-centric plan
Jordan described a strategy built around a deep understanding of shoppers and their preferences, aiming to accelerate short-term initiatives that can lift how often orders are placed. He characterized pizza as a mature category and pointed out that the real test lies in uncovering growth that exceeds normal expectations. The new chief noted that incremental tweaks will not be enough; the plan must spark a noticeable rise in repeat purchases.
The roadmap includes more aggressive promotions delivered through the Domino’s Rewards loyalty app, coupled with tighter operational consistency across stores to encourage higher order frequency despite a challenging consumer environment. Sharper offers are expected to reward frequent buyers, while uniform service standards aim to keep customers returning. This dual approach is designed to strengthen the brand’s position when overall spending patterns are under pressure.
Launched in 2026, the loyalty program now counts 37.3 million active members, providing a sizable base from which to drive additional visits. Management intends to capitalize on this extensive network, using the app’s data and reward mechanisms to motivate members to order more often. By turning the large membership into a catalyst for repeat business, the company seeks to lift its overall sales volume in the months ahead.
Jordan also highlighted the chain’s recent financial performance. Comparable U.S. restaurant sales climbed 0.3% year over year in the third quarter of 2026, while overall net sales in the United States rose 2.1% to $2.4 billion for the period. When international locations are included, total sales grew 3.2% year over year, reaching $4.8 billion. These results show the importance of the customer-centric initiatives.
