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Creating a Moment of Joy with David Duncan, Owner & CEO of Silver Oak Cellars and Andrea Robinson, Master Sommelier
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 Robinson
Time 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 satisfaction
Bio
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.
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
Links:
Connect with David on LinkedIn
Follow David on Twitter
Check out Silver Oak Cellars
Connect with Andrea on LinkedIn
Follow Andrea on Twitter
Check out Andrea’s Website
Connect with Phil on LinkedIn
Follow Phil on Twitter
View all episodes
By Caspian Studios
5
77 ratings
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 Robinson
Time 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 satisfaction
Bio
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.
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
Links:
Connect with David on LinkedIn
Follow David on Twitter
Check out Silver Oak Cellars
Connect with Andrea on LinkedIn
Follow Andrea on Twitter
Check out Andrea’s Website
Connect with Phil on LinkedIn
Follow Phil on Twitter