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