Can Buyer Obsession construct A $3+ Billion ecommerce enterprise?

In the event you ask Chewy’s co-founder, the reply is a convincing sure.

The corporate is aligned round a singular rallying cry….

wow the client

That is the inspiration for a robust flywheel of buyer loyalty, referral, and constructing a model.

notably within the pet area, the place pets are thought-about a part of the household, and nice experiences are shared extensively on social media.

Handwritten notes, flowers and items for celebratory occasions, or unhappy events….

a number of us don’t have entry to supply items like that, or the 24/7 help that Chewy does.

however buyer obsession—forging a human reference to clients—doesn’t require large piles of cash.

Cohen based Chewy on a hunch that’s relevant to many ecommerce companies: “ship the identical sort of personalised expertise because the neighborhood pet retailer, however do it on-line and ship a very handy worth proposition, that we may construct a very massive enterprise.”