How Chewy Built Upon Amazon's Customer Service Playbook
After launching in 2011, Chewy (NYSE: CHWY) is estimated to be the online market share leader in the U.S. pet category. Considering Amazon's (NASDAQ: AMZN) ambition to compete in almost every category, how did this happen? It likely happened because Chewy learned from Amazon that an obsession with the customer drives customer loyalty and new customer growth. Chewy has applied that approach narrowly to the pet category and has arguably taken customer obsession to another level.
At the 2012 Amazon Web Services re:Invent conference, Amazon founder and CEO Jeff Bezos said,
I very frequently get the question: "What's going to change in the next 10 years?" And that is an interesting question; it's a very common one. I almost never get the question: "What's not going to change in the next 10 years?" And I submit to you that that second question is actually the more important of the two -- because you can build a business strategy around the things that are stable in time. ... in our retail business, we know that customers want low prices, and I know that's going to be true 10 years from now.
Source Fool.com
