Show notes
This episode features an interview with David Duncan, Owner & CEO of Silver Oak Cellars and Andrea Robinson, Master Sommelier. In this episode, they talk about cultivating traditions, meeting guests in the moment, and being the ambassador to a joyful experience.Quotes*“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 RobinsonTime Stamps*[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 satisfactionBioDavid 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.Thank you to our friendsThis 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 hereLinks:Connect with David on LinkedInFollow David on TwitterCheck out Silver Oak CellarsConnect with Andrea on LinkedInFollow Andrea on TwitterCheck out Andrea’s WebsiteConnect with Phil on LinkedInFollow Phil on Twitter