THE HEARTFELT APPROACH THAT MADE CHEWY THE #1 PET FOOD RETAILER

Summary from the TLDR Marketing newsletter

Chewy's rise to the top of the pet food market was built on the understanding that pet owners see their pets as family and crafting experiences that resonate emotionally. For instance, it sends handwritten welcome cards to every new customer and condolence flowers when it learns about the loss of a pet, strengthening bonds with its community. Its customer-first approach includes refunding incorrect orders with a suggestion to donate them to shelters and its service team delivers rapid support.