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Tag: Customer Service

What Your Guests Want From You?

What Your Guests Want From You?

The title of this blog, “What Your Guests Want From You,” is somewhat disingenuous. All businesses have many different types of customers, though in wineries there are even more variables. Coming through you doors you may have everyone from people who have never been to a winery before and/or don’t drink wine, to those who […]

Consumer Expectations and Decreasing Tasting Room Traffic Call for Innovative DTC Marketing Strategies

Consumer Expectations and Decreasing Tasting Room Traffic Call for Innovative DTC Marketing Strategies

It comes back to understanding who the customer is, what they want and building a relationship around that in order to maximize sales.

By October 18, 2018 0 Comments Read More →
Making the Most of Dwindling Customer Engagement Opportunities

Making the Most of Dwindling Customer Engagement Opportunities

The biggest difference between tasting rooms and wine clubs that perform beyond expectation and those that don’t, is an organizational commitment to employee training, according to the 2017 VinQuest direct to consumer benchmark report.

By September 13, 2018 0 Comments Read More →
Customer Service at Warp Speed

Customer Service at Warp Speed

I have read that the average attention span is down from 12 seconds in the year 2000 to eight seconds now, which is less than the nine-second attention span of your average goldfish. However, according to an article I read on BBC News about experts who study human attention, these experts don’t know where those […]

By September 12, 2018 0 Comments Read More →
It’s Not Only What but When

It’s Not Only What but When

Engagement with customers is not only about what you tell them, it is also about when. If you want customers’ visits to your winery to be remembered, when you give your customers information is as important as the information you give them. The other day I had an email from a winery asking me a […]

Customer Service in the Airline Industry

Customer Service in the Airline Industry

The airlines have not been getting kudos lately as far as their customer service towards passengers goes. For a while it has been one thing after another. I have been traveling quite a bit and been spending a fair amount of time in airports and on planes. In November, I was scheduled to fly from […]

Reviewing Your Customer Service

Reviewing Your Customer Service

The beginning of the year is a good time to review your customer service and your customer retention. How did you do at holding on to customers in the past year? Who has dropped off the radar and why? Most managers know how many customers they gained over the past year, though less of them […]

Engaging with Customers Lead to a Better Experience

Engaging with Customers Lead to a Better Experience

I have been doing research lately on how to genuinely charm and engage customers. For those of us who serve the public, being charming to our customers should be at the top of the list. Shown below are some of the ideas. Interest in People: During the time the customer is with you put them […]

What Makes Customers Happy?

What Makes Customers Happy?

There was an interesting article in a Marketing Profs email a month or so ago about customer service and what customer service issues annoy customers the most. I am sure that most of us can guess what they are, because they are the same ones that annoy us when we’re on the customer side of […]

Selling Is Easier in Person

Selling Is Easier in Person

I was sent an Interesting article from my favorite periodical, Harvard Business Review. The article, entitled, “A face to face request is 34 times more successful than an email” talked about research into email vs in-person responses from customers. According to the article, “Despite the reach of email, asking in person is the significantly more […]

Customer Service: The Good, the Bad, and the Very Ugly

Customer Service: The Good, the Bad, and the Very Ugly

After watching a segment on the television about a couple of companies that offer customer service that is above and beyond the norm, earlier this week, I decided to write my blog on customer service, talking about some companies that really go out of their way. On Monday along came the story about United Airlines […]

Dealing with Customers’ Problems

Dealing with Customers’ Problems

What do you do when someone has a problem with your company, whether it is a product that isn’t right or doesn’t work, how they were treated, or any other issue that may frustrate him or her? The first thing is not to think of them as difficult customers. When you do so, you have […]

Encourage Wine Exploration

Encourage Wine Exploration

Today’s blog is a follow up on the blog I posted last week in which I printed an email I received from a consumer talking about why they aren’t doing a lot of wine tasting any more. The email talked about how the tasters disliked being told what they were going to taste and how […]

A Note From a Frustrated Wine Consumer

A Note From a Frustrated Wine Consumer

The other day I received an email from a wine consumer I know. This person is not in the wine business, neither is anyone in the family. As a couple they go wine tasting regularly and are thinking about giving it up. The note is exactly as I received it, except that I took out […]

Provide a Quality Experience

Provide a Quality Experience

Next February I am moderating a panel at the USBevX in Washington DC. The panel is about providing a quality experience, so I started thinking about what providing customers with a quality experience means. Of course there are almost as many different answers as there are customers, though there are definitely some overlaps. Most companies […]