WTN Services-The Winery Customer Experience…
The wine marketplace is becoming more and more competitive. Quality customer experiences and customer trust is a key measure of winery success and profits. Outside the wine industry, consumers are having a harder time than ever getting service from the companies they do business with. Wineries and wine retailers must apply the lessons learned from other industries to ensure we do not loose customer trust. Here is a fact to ponder and consider how it applies to your winery…
The “Customer Experience Report” conducted by Harris Interactive and RightNow Technologies found that almost every US consumer surveyed (96%) had a negative service experience in the past year, and 80% ceased doing business when the service experience was negative.
Have you conducted a “winery customer experience report” within the last year? Customers that are inactive or drop from your wine clubs are a key measure of your customer satisfaction levels. Are you polling, tracking and monitoring their experience levels?