Chewy leads the pet industry in customer loyalty

The pet industry has flourished during the pandemic, especially as stay-at-home orders have led many people to keep pets to pass the time. As demand for pet supplies surges, pet supplies giant Chewy has risen in line with the trend, and an important reason for Chewy 's success is its extremely high customer loyalty.

Chewy CEO Sumit Singh said that Chewy's outstanding performance is due to strong demand . Although it may be a temporary boost from the epidemic, there is no sign that Chewy's growth momentum will weaken. In particular, Chewy's website traffic, conversion rate, order and retention rate in the most recent quarter all exceeded expectations.

Since its launch in 2001, Chewy's customers have been raving about it . Consumers who shop at Chewy for the first time are very likely to become repeat customers because Chewy 's service is excellent and it can bring customers unexpected surprises, which makes customers trust it more.

" Chewy 's long-term plan is to pamper all pets as much as our customers do, " said Sumit Singh, the company's chief executive . "Our relationship with our customers is not just a transaction, but a long-term goal to transform ordinary customers into loyal fans. "

Therefore, Chewy has always been considerate to its customers. When a customer's pet dies, Chewy will send flowers to express condolences. It will also surprise customers with painted portraits of cats or dogs. It is reported that Chewy gives away more than 1,000 pet portraits for free every week .

Judging from the feedback from consumers, this strategy is very correct. A consumer who once bought something on Chewy said: "I just bought pet supplies from them. When I received the portrait of my pet cat, I was very surprised and touched by their company's humane approach."

The epidemic has prompted the younger generation to spend more and more on pets, especially the millennials, whose pet spending has gradually increased. Chewy 's success is due to the fact that it knows how to capture the hearts of consumers, always putting people and customers first, and has established its own brand's unique customer loyalty.

As more consumers buy food, toys, and other items for their pets online , Chewy's rise to popularity as a pet supplies site, combined with its leading market share, looks like a bright future for the company.

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Pet World

Customer Loyalty