Neil Gregory: “A fun, memorable conversation beats a ‘you asked so I did’ approach”
An interview with Head of Services at Naked Wines
At our most recent Engage Awards ceremony, Naked Wines was presented with the Best Customer Service Team award for its outstanding Customer Happiness Team (CHT). Now, Engage Business Media’s Editor has spoken to Neil Gregory, Head of Services at Naked Wines, to discuss its success story, its “conversations, not transactions” approach, and its Project Giraffe initiative.
We’re SO proud to have our Customer Happiness Team recognised for the amazing work they do. We get lovely comments and feedback from our customers every day - being named Best Customer Service team puts the official stamp of excellence on all of the team’s hard work – thank you!
The sentiment is reflected in our CSAT scores - we’re proud to say we routinely see satisfaction at 97%+ - and the responses are always a huge inspiration for the team. Here’s a recent one:
‘Just to say, thank you so very, very much for your thoughtfulness in sending the Magic Decanter! It was completely unexpected and therefore all the more appreciated! It is cold, grey, wet and windy here in the Borders today and so your lovely gift has brought with it a much-needed burst of metaphorical sunshine!’
Hire and empower brilliant people. There’ll always be the call to be more efficient through tools and automation, but at the same time there’ll always be those issues that need a human touch - this is where the recruitment, coaching and trust you put in your team and the potential of each and every person you employ makes all the difference.
Engage Business Media would like to congratulate Naked Wines on their impressive win.
We hope that their story will inspire other organisations to prioritise meaningful connections instead of adopting a transactional approach to customer service.
Those interested in sharing their success stories and entering the 2023 Engage Awards/Engage B2B Awards, can now submit their entries here.
The deadline for submissions is July 17th, with judging set to commence on July 24th.
Neil Gregory, Head of Services at Naked Wines