Your best customers want to be part of your winery family It’s a break from their day – they want to be back here, with you! No one wakes up with your brand on the tip of their tongue. Find out what your guests and members are thinking.
High Impact or Sustainable? Work from the top down for initial goals. Don’t be afraid to challenge your assumptions!
The better the data, the better the outreach Use consistent customer identifiers NO FAKE DATA The best system in the world is only as good as the person using it Incentivize data collection – both for your customers AND employees! Remember this data belongs to you and your customers!
Immediately start the process of cleaning the list up. Now that you have the information, use it! Tier, Target and Take notice Constantly reevaluate your assumptions
E-Commerce, Hospitality, Telesales and Wine Club should complement one another – not compete with each other Prioritize both customer records and methods of contact. Telesales has the ability to support and in crease the efficacy of all other methods of contact. Be mindful of over saturation
You our reaching into your customer’s lives in a way that is very hard to ignore Intimate method of contact Respect the phone and your customers will too Think of your list as a vineyard
Relavent, salient, reason for the call Don’t over complicate offers Primary, secondary tertiary focus Remain seamless with your Visitor’s center What works online may not work on the phone
Willamette - Terry - Wine Telesales 101 - WineDirect Outbound
Terence Hegarty, General Manager, WineDirect Outbound
• Why telesales
• Goal setting
• Capturing data
• Understanding your universe
• Creating a complementary DTC Strategy
• Taking control of an intimate form of contact
• Making the Call
• Your customers want to hear from you
• Take the same attentive approach to your list as you do in the
• Resources are available to you. This is WD Outbound’s specialty
• Remember how personal the telephone is
Points to Take With You