Papa John's follows Guy Kawasaki's advice and made a mantra of "make it easy" to sell more pizza. Over $1 billion later, what's next?

A client recently asked me "who can tell me if my website is working well for me?"  My immediate response was "your customers and your browsers."  This, of course, triggered a conversation of how it was possible to talk to tens of thousands of (usually) anonymous visitors, collect their insights and then translate that to [...]