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Naked Wines Case Study: Habits of Happiness

  • Future of Customer Contact Conference
  • Neil Gregory, Head of Customer Happiness, Naked Wines

We were delighted to win Engage Customer’s ‘Best Customer Service Team’ award back in 2022. It was the seal of approval to complement the comments we see from customers each day, like this one: “I always love the personal and human responses I get. They fully represent the naked wines brand - brilliant customer engagement - thank you. I’m involved in developing sales training and you guys are my case study of excellence.” This talk breaks down the habits we’ve put in place, and keep at the forefront of our minds, to make sure that our team members and our customers stay happy, and to ensure we never lose sight of the human element that’s vital to increasing customer loyalty and advocacy for our brand.

Neil Gregory

Neil Gregory

Naked Wines Head of Customer Happiness

Neil joined Naked Wines all the way back in October 2013 as a member of the Customer Happiness Team, answering calls and emails in the run up to a busy Christmas. Since then, he’s moved through a number of roles at Naked, but always with a focus on customer experience. He now heads up the team he first joined, and firmly believes that his colleagues are also his customers, and that the best customer experience begins with the best team experience.  In a former life, Neil was a tennis coach – a job that taught him more than he first realised about teams, motivation and customer service.

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