Swap Sommelier
Customers teach pickers which substitutions they forgive, and which they never will.
The job
Learns from customers' own words which substitutions they accept and which make them leave, turns that into picking rules with a dollar value, sends the rules to pickers, and proves complaints about substitutions fell.
The moment
The review opens like a blind wine tasting, and the category manager bets that brand swaps made shoppers angriest.
The result: swapping full-fat for low-fat angered shoppers four times more than swapping brands at the same fat level. Swapping organic-certified for uncertified makes customers leave, even at a lower price.
The manager approves two rules, "keep the fat, change the brand" and never swap certification without calling first. They reach the pickers' sheet that afternoon.
Three weeks later, dairy substitution complaints are down by half and the rule is marked verified, worth $41,000 a month in refunds.
What it does
- Approve a rule
- Send rules to pickers
- Brief shift leads
- Record a verdict and seal
- Open pair verbatims
What you see
A blind tasting that opens the review, sommelier pairing cards with 'never pour' warnings and a verdict glass, and a cellar book of verified rules
What it moves
Complaints about substitutions and substitution refunds in dollars per 1,000 orders, for each rule and each category.
Built for
- Product & digital
- Branch, store & field managers
- CX leaders & VoC
