Chaumette Winery

CUSTOMER EXPERIENCE MAPPING

How do you help a local winery make their dining and catering business more profitable in the off-season?

RESEARCH OBJECTIVE

How well does Chaumette Winery deliver a dazzling customer service experience and represent the best fine dining between St. Louis and Memphis?

KEY INSIGHTS

Word of mouth is the primary driver of brand awareness and customer interest in visiting Chaumette, especially after the peak Oktoberfest tourist season in the dead of winter slowdown. Creating a positive customer experience for every individual who visits Chaumette is critical to the future growth and financial performance of the business.

Chaumette’s service sweet spot is involvement. The Customer Experience at Chaumette should be about involving them and making them feel like part of a community. 100% of customers we interviewed said they would recommend Chaumette to others.

HOW CHAUMETTE WINERY USED THE INSIGHTS

Chaumette doubled its business bookings over the prior year.

WHAT WE DID

We surveyed business event planners near Chaumette to learn how they select off-site meeting and celebratory event sites. We conducted informal customer interviews at the tasting bar or on the patio. We also conducted more formal customer interviews in exchange for wine, sent teams of secret shoppers to the tasting room and restaurant, and interviewed the management team to understand the Customer Experience from the perspective of those who deliver and have the most influence over it.

“You raised my consciousness about what ‘customer experience’ is and how that must define and feed the delivery of our brand.”

Hank Johnson
Proprietor of Chaumette Winery & Vineyard