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Chewy pet supplies is a company that really gets it. Over the years, I’ve heard many stories about the company’s customer centric culture. By showing empathy to its customers, Chewy.com is setting an example that all other businesses should be trying to emulate.
A particular story that stands out to me is about a dog that passed away after the owners had ordered dog food. The family contacted the company explaining that their dog had passed and asked for credit to the store. Not only did Chewy credit them, they told the family to give the dog food to a shelter so that other dogs could benefit from it. Later on, the family received a condolence letter.
If all companies could start showing empathy in the same way that Chewy pet supplies does, the customer centric culture would be much stronger in society. Empathy is vital to good business practice because it shows humanity and it softens a company’s image.
Another practice that Chewy does is to ask for a photo of a deceased pet so that they can memorialize it in an album at the company. Now, there’s nothing about this that contributes to the company’s profits. In fact, from a money-making standpoint there’s no reason why they should have a pet memorial.
But Chewy understands the importance of each and every customer. They understand the importance of being more than just a vendor. When a family loses a pet, Chewy is there as a friend.
Every business could learn about showing empathy from Chewy pet supplies. And they should. A customer centric culture creates a positive relationship between consumer and corporation and turns business into something more.
