Shot #146: The Heartfelt Approach that Made Chewy the #1 Pet Food Retailer | Marketing Shots

Nov 19, 2024

Hello, awesome marketers and founders.

This is Luv, and here’s your Marketing Shot :)

Chewy is one of the top online pet food sellers in the US.

They won through one simple thing: Customer Experience.

Chewy understood that pet owners consider their pets as family.

With that in mind, they designed an experience that went beyond convenience and price.

Here are 4 things that they do differently to enhance their customer experience:

Each new customer receives a handwritten welcome card, a gesture that may seem small but goes a long way in creating a personalised experience.

Chewy even sends condolence flowers and a heartfelt note if they learn about a pet's passing.

Got the wrong dog food? Instead of going through the usual return process, Chewy refunds the customer and encourages them to donate the food to a shelter.
Their customer service team aims to answer calls within 6 seconds and resolve all questions without transferring or escalating.

🗞️ 3 Noteworthy Updates for Marketers

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