Summary
In a tighter economy there are fewer wine buying customers. It's a luxury item that can be by passed for the necessities of life. With a smaller pool of buyers and a sea of wineries marketing that pool- calling your customers, managing their account and needs will render the results you desire.
Why you should try telesales at your winery with 13 incredible reasons to call your DTC customers.
To be very direct, outbound is not telemarketing, it’s not prospecting or cold calling. In sales, its account management and will outperform all DTC channels in revenue generation.
What’s the difference?
Telemarketing, prospecting and cold calling all focus on leads, unknown customers or those who have engaged, slightly with your business, but not transacted. Account management (telesales) is managing a relationship that has been defined by the customer through their past purchases. They are active, engaged and interested in your wines.
Luxury Account Management
Chatterbox provides wineries luxury account management. Which is a specialized form of client or customer relationship management that is tailored to the unique needs and expectations of high-end or luxury clients. In the luxury industry, such as fine wine, luxury fashion, high-end automotive, premium real estate, and luxury hospitality, providing exceptional service and a personalized experience is paramount. Luxury account management, (aka telesales) focuses on building and maintaining strong, long-term relationships with high-net-worth individuals or high-value clients to ensure their satisfaction and loyalty.
Why Wineries Don’t Like Calling Their DTC Customers or Club Members
The single biggest reason is, most worry that making unsolicited phone calls may be perceived as intrusive and could potentially annoy or inconvenience their customers. When in reality, most customers have to travel great distances to their favorite wineries. Telesales provides a way to stay connected. Per 100 calls, we talk to about 20 customers and sell 4 of them. Anyone who doesn’t buy usually asks to “stay on the list” and when they want to purchase again.
Remember, customers become customers by visiting your website or property and making a purchase, they voted with their dollars. And as long as you disclose where you are calling from, what you are offering and how much it costs, you are allowed to call them to do business.
Per 1MM call that Chatterbox makes, we have less than a .001% DNC request from winery customers. More often than not, if the customer doesn’t want to buy, they actually will spend time talking to their account manager about the winery and provide new information on when they will buy again.
Despite these concerns, calling customers can be a valuable strategy when done effectively and with consideration. Winery owners who choose to engage in phone calls can mitigate these concerns by seeking respecting privacy, and ensuring that calls are respectful, informative, and non-intrusive.
Why Wineries Should Implement Telesales In Their DTC Programs
In an era of digital communication, a personal phone call stands out and differentiates the winery from competitors. It reflects a commitment to personalized customer service. Calls are appropriate for a luxury product. Above and beyond all else, talking to customers helps wineries collect actionable information and often orders that exceed ecommerce order values by 20% or more. Above all else, those customers with enough discretionary income to purchase wine are accustomed to using the phone to do business.
13 Reasons to Use Telesales to Sell More Wine To Your DTC Wine Customers
- Personalization: Phone calls provide a highly personalized form of communication. Speaking directly with customers allows wineries to tailor their messages, recommendations, and offers based on individual preferences and purchasing history.
- Relationship Building: Building strong relationships with customers is crucial for brand loyalty. Regular phone calls can foster a sense of connection and demonstrate that the winery values and cares about its customers.
- Customer Retention: Personal interactions through phone calls can enhance customer satisfaction and loyalty. By addressing customer concerns, providing personalized recommendations, and expressing gratitude for their patronage, wineries can increase customer retention rates.
- Exclusive Offers and Promotions: Phone calls offer a direct channel for wineries to communicate exclusive offers, promotions, and limited-time deals. This personalized approach can make customers feel special and encourage them to make additional purchases.
- Wine Club Engagement: For wineries with wine clubs, calling customers can be an effective way to manage memberships, discuss upcoming shipments, and promote the benefits of being a part of the club.
- Gathering Feedback: Phone calls provide an opportunity to gather valuable feedback from customers. Wineries can inquire about their experiences, preferences, and suggestions, helping to improve products and services.
- Educational Opportunities: Wineries can use phone calls to provide educational content about their wines, winemaking processes, and food pairings. This not only enhances the customer’s understanding but also deepens their connection to the brand.
- Problem Resolution: In the case of any issues or concerns, a phone call allows for immediate and direct problem resolution. This proactive approach can prevent negative online reviews and maintain a positive brand image.
- Event Invitations: Wineries often host events such as tastings, tours, or special releases. Personalized invitations through phone calls can increase attendance and generate excitement among customers.
- Customer Recognition: Calling customers by name and expressing appreciation for their loyalty can make them feel recognized and valued. This positive interaction contributes to a positive customer experience.
- Cross-Selling and Upselling: During phone calls, wineries can identify opportunities for cross-selling related products or upselling to higher-value offerings, maximizing the revenue from each customer.
- Customer Advocacy: Satisfied customers who have positive phone interactions with the winery are more likely to become advocates, recommending the brand to friends and family.
- Data Verification: Phone calls provide an opportunity to verify customer contact information, ensuring that the winery’s database is up-to-date and accurate.
Summary
In a tighter economy there are fewer wine buying customers. It’s a luxury item that can be by passed for the necessities of life. With a smaller pool of buyers and a sea of wineries marketing that pool- calling your customers, managing their account and needs will render the results you desire. It may cost you some margin in the near term, but over time, your customers will win and bring more customers with them.
In conclusion, by incorporating phone calls into their customer engagement strategy, wineries can create a more intimate and memorable experience, ultimately leading to increased customer satisfaction and higher DTC sales.
