Chewy is a leading online retailer of pet food and products. Its mission is to offer pet parents the expertise and service of a local pet store with the convenience of shopping on a website.
It offers 24/7 customer support, 365 days a year so that every pet parent can get the help they need when they need it. It also provides a wide range of FAQs, so you can find answers to your questions quickly and easily.
They also have a very comprehensive list of pet foods and other supplies so you can get everything you need for your pet in one place. They also have a number of telehealth services that you can use to talk to a vet through your phone, so you can have an expert assess your pet’s health remotely.
In their first-quarter earnings report, CEO Sumit Singh shared that customers spend more with Chewy over time – an indicator that the company is building a strong relationship with them. Its longest-standing customers are spending up to $1,000 per year, Singh says.
The company has been able to maintain that level of loyalty because they have a great team and the right tools in place. Their 2,500 employees are given the freedom to interact with customers and create “superpersonal” experiences that resonate.
Those connections with customers are what drive revenue and retention at Chewy. They know that the best way to build loyalty is to deliver on their promises — and then exceed those expectations.
That’s why they invest so much in their customer experience. They have a huge team of dedicated representatives that work around the clock to answer your questions, solve problems and ensure that you have the best possible experience at Chewy.
They also do an impressive amount of marketing and outreach to let their customers know that they care about them. Their LinkedIn page is filled with a number of testimonials from happy customers who say that they love the way the company treats their pets.
Cohen and Day launched Chewy in 2011 with just $35,000 and a lot of passion. They believed that by showing their customers that they cared, they would be able to build long-lasting relationships and continue to sell more and more pet items on their site.
To that end, Chewy built warehouses to fulfill orders more quickly, sent personalized hand notes and oil paintings of pets and created an enticing and unique brand. It also expanded its middle-mile network and grew the Chewy Freight Service to get orders out of the door more quickly.
The company has a thriving business and is well on its way to becoming a billion-dollar company. However, it still needs to raise capital and improve its supply chain in order to remain profitable.
Fortunately, the company has some very good things going for it, and it isn’t difficult to see how it can become a major player in the pet industry.