Service

Chewy’s customer service surprised pet owners across the US as they spoke to real humans with stories of their own pets, pet jokes, free products, and a personal touch that no one had provided previously. I was one of those customers and see Chewy as a baseline for customer service (along with others like Zappos and Amazon)

“The customer-retention rates were “some of the highest we had ever seen,” he says.

Customers who had signed up for automatic recurring shipments made up 66% of Chewy’s sales in 2018, according to a securities filing. That’s the result of Mr. Cohen’s fanatical devotion to customer service, Mr. Cheng says.

Customer-service representatives were pet lovers who sat near executives at the company’s Dania Beach, Fla., headquarters and were empowered to do almost anything to assist callers, often helping them select the right food for their pet’s sensitive skin, weight loss program or allergies.

Chewy sent handwritten cards to new customers, surprising some, selected at random, with portraits painted in oils of their pets.

Mr. Cheng recalls witnessing some representatives who stayed on the phone with a customer for as long as two hours. “We knew if we won the customer, we would have them for life,” he says.”

Wall Street Journal - Oct 2019

Charles Bridge - Prague, Czech Republic - 2019