In the world of DTC, every interaction with a guest – before, during, and after their visit – is an opportunity to build a lasting relationship. It’s not just about selling wine; it’s about creating memorable experiences that keep customers engaged long after they’ve left your tasting room. Personalization is key, and the good news is, it doesn’t have to be complicated.
Here’s how to make every touchpoint count:
Before the Visit: Set the Stage
First impressions start before guests even walk through your doors. A customized reservation confirmation with their name and a warm note about what to expect helps set the tone. Adding a personal touch like a recommendation from the tasting team, a fun fact about the winery, or a preview of a seasonal release, can create excitement and anticipation before they even arrive.
During the Visit: Create Connection
Equipping your team with customer insights can make a huge difference. With eCELLAR, your staff can quickly see past purchases, club membership status, and even special dates like birthdays or anniversaries. Simple touches like having their favorite wine ready to taste or acknowledging their club tier can help transform a casual visit into a more meaningful experience.
After the Visit: Keep the Conversation Going
A thoughtful post-visit follow-up is where you can truly turn a one-time guest into a loyal customer. Sending a personalized thank-you email referencing a wine they enjoyed (with an easy reorder link!) or inviting them to an exclusive event keeps your brand top of mind. If they’re not a club member yet, this is a great opportunity to extend a tailored invitation based on their interests.
The more personal and relevant your interactions, the stronger your customer relationships become. And when guests feel truly seen and appreciated, they don’t just come back—they become lifelong fans.
Want to know how to automate this in eCELLAR? Check out this month’s Pro Tip!
eCELLAR – DtC Winery Software
