ABOUT THE GUEST
This episode features an interview with David Duncan, Owner & CEO of Silver Oak Cellars, and Andrea Robinson, Master Sommelier. David owns four brands: Silver Oak Cellars, Twomey Cellars, OVID Napa Valley and Timeless Napa Valley. Silver Oak’s new winery in the Alexander Valley is first in the world to achieve net positive energy, net positive water status and earn LEED (Leader in Energy and Environmental Design) Platinum certification. Andrea is one of only 28 women in the world to hold the title of Master Sommelier. She’s a best-selling author, holds 3 James Beard awards and developed a game-changing line of stemware called The ONE.
In this episode, they talk about cultivating traditions, meeting guests in the moment, and being the ambassador to a joyful experience.
“My favorite wine descriptor is trust. What we focus on with our entire team is a consistent experience and a great bottle of wine that people can come back to and enjoy again and again.” – David Duncan
“I’m in service to the customer who’s buying the wine and investing in spending their time in my presence, creating that moment, reading what their needs are. But I’m also in service to the wineries and winemakers. They are the artisans. They are the preservers of open space and agricultural land and tradition.” – Andrea Robinson
“Instead of just listening to the complaint, listen to how the customer feels. It’s not about what they said was suboptimal, but the emotion of disappointment in their voice. You have to connect with that and validate their feelings no matter what.” – Andrea Robinson
“As a Vintner, sometimes I have to remind my team that what we do is to provide pleasure and joy. We are so fortunate to be in this role as stewards of the land, making a product that people are going to enjoy and an important moment in their life. That’s really our overarching goal, is to bring joy to people’s lives, even just for a moment.” – David Duncan
*[7:15] Creating a moment for the customer
*[8:55] Aligning employees to provide a great CX
*[14:05] How sustainability as part of CX pays off
*[20:22] Encouraging customers to expand their horizons
*[22:01] Pivoting with changing tastes
*[27.45] Offering diversity initiatives
*[30:11] How the pandemic has changed customer interactions
*[36:16] Measuring customer satisfaction
Connect with David on LinkedIn
Connect with Andrea on LinkedIn
Thank you to our friends
This episode is brought to you by IBM. If you are responsible for Customer Experience, they’ve created a White Paper just for you. In the CX North Star Report, you can learn more about how to activate your CX vision. Download it here.