While the tradition of wine is still important to how we connect with customers, the way that we communicate has changed. David Avrin, President of The Customer Experience Advantage explains why brands must have an omnichannel approach to their customer communication. Identify which channels are most valuable to your business by defining your core audience. Then find out what they watch, what they read, and where they recreate. Use these insights to harness the technology that your customers use whether its snail mail or TikTok. David reminds us that there is no shame in not being comfortable with technology but there is no excuse to not work with a technology native who does understand the platforms that best reach your audience. Resources:         82: Getting to Know Your Wine Customer 85: It‘s Time for New Wine Sales Strategies 98: Selling Wine in Non-Traditional Channels 161: Use Storytelling to Sell More Wine David Avrin Website David Avrin Books David Avrin LinkedIn David Avrin YouTube Social Media: Facebook | Instagram Vineyard Team Programs: Juan Nevarez Memorial Scholarship - Donate SIP Certified – Show your care for the people and planet   Sustainable Ag Expo – The premiere winegrowing event of the year Sustainable Winegrowing On-Demand (Western SARE) – Learn at your own pace Vineyard Team – Become a Member Get More Subscribe wherever you listen so you never miss an episode on the latest science and research with the Sustainable Winegrowing Podcast. Since 1994, Vineyard Team has been your resource for workshops and field demonstrations, research, and events dedicated to the stewardship of our natural resources. Learn more at www.vineyardteam.org.   Transcript Craig Macmillan  0:00  Our guest today is David Avrin. He is president of the customer experience advantage. Today we're going to talk about a little bit about the business side, and how that applies sustainability in the wine industry. Thanks for being on the podcast.   David Arvin  0:14  Thank you very much for having me.   Craig Macmillan  0:16  Now, we've talked about wineries vineyards, but their businesses. In your mind, what are some of the important things that winery and vineyard owners might think about in terms of making their companies sustainable into the future?   David Arvin  0:29  Yeah, it's interesting, because I think the industry certainly has been around for a very long time. And when it goes back to Biblical times, and there's there's certain ways that vineyard owners, those who are in the business suppliers, and others, this is how we do business, this is how it's done. But what's interesting is for the rest of us, who are the wine consumers, our lives have changed. And it's actually for everybody, right? How we connect, and share and grow our own businesses, and our changing expectations for access and immediacy, and flexibility, all of that has changed. So I think part of future proofing your business is striking that balance between the traditions, that, that go into making a great vintage wine, and how we interact and how we engage as consumers in the b2b side with distributors and others as well. So many of those mechanisms have changed. So I think what's really important is for people to be very clear on the technologies that are expected, and the ones that facilitate great communication in great relationships. I saw a study the other day, and the gist of it said that, that companies today are expected to deploy technology that allows their customers to do business with them, not from home, from anywhere, at any time, I don't expect that I can get my hair cut at four o'clock in the morning, but I expect that I can make an appointment to do so or cancel that appointment. So I think it's a very unique industry, because the traditions and what is tried and true and effective are so important to maintain, so important to pass along from generation to generation, but how we connect