Vivino leverages data to drive growth and the best possible customer experience

June 17, 2020

Vivino is the world's largest online wine marketplace and most downloaded wine app, powered by a community of millions. Vivino’s unique wine shopping experience uses community data to provide personalized wine recommendations—making wine discovery and purchase fun, accessible, and effortless for wine drinkers of every level. Vivino is experiencing fast year-over-year growth by using data to fine-tune retention strategies, improve customer service and response, and deliver data-rich partner apps for winery and merchant partners.

Key takeaways

  • Over 50% of the Vivino team  uses data daily to make informed decisions as they scale, experiencing fast-paced year-over-year growth with over 12 million wines, 44 million users, and 1 billion scans as of early 2020
  • Internally, team Vivino uses data to provide the best possible customer experience, leading to better customer support with a 20% increase in customer retention and a 30% improvement in Net Promoter Score (NPS) 
  • Expanding their internal use of data, the Vivino team is building two new data products to help their retailer and winery partners gain new visibility into their own data 
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