DTC Wine Case Study Series #3 – “Customer Care”


In our third of the “DTC Wine Sales Case Study Series,” Sandra Hess met with David Crum, Loyalty Marketing Manager at Duckhorn Vineyards, and Terry Hegarty, General Manager at WineDirect Outbound, to uncover the true return on investment (ROI) of contacting customers by phone in between visits.

One key take-away from this informative case study: There are clear advantages to partnering with a tele services company to ensure consistent and quality communication takes place with top club members and customers in between visits.

Building trust and extending the tele services team as a part of the winery family is key in delivering genuine brand messages in every call. Defining goals and using a CRM system that provides full visibility into real-time updates against contact records is also critical in ensuring that both the winery team and tele services team are always up to date on latest customer communication.

David and Terry share valuable insights and reveal their “Golden Rules” for winning with an effective tele services team, with the ultimate goal of providing exceptional customer service–a key factor that can set your winery apart from others.

Interested in learning how your winery can benefit from the use of tele services? Contact us to schedule a complimentary meeting.


About Sandra Hess

Sandra Hess, founder of DTC Wine Workshops and the DTC Consultant Network is a public speaker on the subject of direct to consumer wine sales and customer retention in the US.