Recently, Brook on my Leadership Management Team asked that I talk and write about this phenomenal company called…Chewy. I am glad she did as again, here is a company that stands out, became very profitable, and is focused relentlessly on Great Customer Service.
Following are just a few of the questions that I feel are important for any company to reveal right up front:
What is your Mission?
We’re working to become the most trusted and convenient online destination for pet parents and our partners – vets and service providers – alike. Our success is measured by the happiness of the people and pets we serve, not simply by the amount of pet supplies we deliver. That’s why we continue to think of outside-the-Chewy-box ways to delight, surprise, and thank our loyal pet lovers.
What are your customer Service Hours?
We’re available all day every day, 24/7, 365 days a year.
What’s your Return Policy?
Our policy is simple: If you’re not 100% unconditionally satisfied with your pet supplies, you can return them.
We do not accept returns or exchanges on prescription medications. However, if the medication you received is incorrect or damaged we will gladly exchange it for you or provide a refund on a case-by-case basis.
Chewy.com does not take title to returned items until the item arrives at our fulfillment center. At our discretion, a refund may be issued without requiring a return. In this situation, Chewy.com does not take title to the refunded item
Here’s their Corporate Overview
At Chewy, our mission is to become the most trusted and convenient destination for pet parents everywhere. We view pets (and pet parents) as family and are obsessed with meeting their needs and exceeding customer expectations through every interaction.
Launched in 2011, we offer the personalized service of a neighborhood pet store alongside the convenience and speed of e-commerce. Customers love shopping our wide selection of products of more than 45,000 items (including our Private brands and prescription Rx food and Rx medication products), which we offer at competitive prices, fast 1-2 day shipping and around-the-clock convenience that only e-commerce can offer.
Chewy’s commitment to customer service is the core of our brand, and our customers love us for it. We “WOW” pet parents through 24/7 assistance, advice and encouragement every day of the year. We make pet parenting easy with our convenient Autoship subscription program—which allows our customers to schedule their orders, so they never run out of their pet food, supplies and medication they need.
As an e-commerce company, product innovation drives our operations, and our team is constantly striving to find new and better ways to improve our customers’ experience. From an easy to navigate website and highly rated mobile apps, to detailed order tracking and personalized “Pet Profile” features, we are transforming the way pet parents shop.
Fiscal year 2018 sales were $3.5 billion. An increase in sales if 68% from the prior year. In June they had an IPO. It opened at $36 a share up from its IPO price of $22 a share. Chewy’s stock market valuation is roughly $14.3 billion. PetSmart bought Chewy for $3.35 billion in 2017. Chewy generates the bulk of its sales through its subscription feature, which allows customers to have repeat orders automatically shipped at specified intervals. It sends Christmas cards to its customers.
Why has Chewy.com succeeded?
Co-founder, Ryan Cohen, points to its Customer Service and changing times.
From sending handwritten holiday cards to offering pet portraits, Chewy.com looks for special ways to show customers “we really care about them and we care about their pets,” said CEO Ryan Cohen, “We have hundreds of card-writers. We sent out 5 million last year,” Cohen said. Chewy also selects customers at random and has staff artists do oil paintings of their pets — not an item that anyone can buy, according to company spokeswoman Roxsanne Tai.
In South Florida, Chewy has become a major employer, with 1,500 people at its Dania Beach headquarters and new Hollywood customer service center. Chewy has a total of 7,000 employees around the country, recently opening its sixth warehouse in Ocala, Cohen said.
In terms of customer service, Cohen said he modeled Chewy after shoe site Zappos, working to build lifetime relationships with pet owners. As a result, customers are loyal, he said. I have no idea why all firms do not understand and implement this strategy.
Chewy was founded in 2011 by Cohen and Michael “Blake” Day, millennials who reportedly met in a computer chat room. Cohen continues as CEO. The entrepreneur described himself as “obsessive, relentless and contrarian.” He looks for negative comments each night on the company’s website in an effort to improve. “When customers shop with us, I want them to have the perfect experience,” he told the audience of investors and entrepreneurs at the conference.
Impressive company with impressive Customer Service. AND, thanks to my Leadership Management team, we are finding more and more companies that are showing the value of a great Customer Service Strategy.
Here’s a question for you…Are you an Impressive company with impressive Customer Service? If you would like to be, give me or one of my Leadership Management Team a call.
Brook Brown, US, Europe, Africa, Asia, Middle East
Marina Lukyantseva, Russia and CIS
Carmen Velasco, Latin America
Everyone is also available on Whats App and Skype.