How customer service contributes to Chewy’s successful customer acquisition strategy. Customer service is becoming an increasingly significant part of the customer experience, and brands are searching for ways to go above and beyond their customers’ expectations. The bottom line is that customers are more likely to remain loyal and/or refer a brand after having a
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ARTICLE SUMMARY: A pet supply ecommerce company pulling in a multi-billion dollar price tag? How does that happen? Kelli Durkin, VP of Customer Service at Chewy (the online pet store recently acquired by PetSmart) told CommerceNext’s Veronika Sonsev exactly why a stellar customer experience can be a company’s biggest asset. Rather than being looked at
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ARTICLE SUMMARY: The Aldo Group knows their customers well and curates their retail omnichannel experiences to a T just for them. They know where they are shopping and where they prefer to purchase (which are very often two different places). So, instead of creating the shopping experience around the products or brand ideals or even
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ARTICLE SUMMARY: Technology has slowly infiltrated the retail and ecommerce industry, automating traditionally high-touch areas like customer service. The Stitch Fix algorithms are the heart and soul of the personal styling service. With leadership from a veritable Valley authority in algorithm application, Eric Colson, Stitch Fix boasts the most sophisticated data science team in the
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ARTICLE SUMMARY: How can you break into the monster industry of consumer packaged goods, do good, grow quickly and build a loyal brand community? Brandless knows. When you think of Kelloggs or Kraft or even your favorite local, organic honey that you indulgently glob into your tea every morning, you may love the taste and
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In preparation for the NRF Big Show beginning January 14th in NYC, we’ve collected our main must-sees and must-dos for you. Not only are all three CommerceNext co-founders taking the stage, several from the CommerceNext community are attending and hosting their own events, as well. Whether you’re an NRF novice or Big Show boss, navigating
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ARTICLE SUMMARY: Everyone’s on Facebook. How can you possibly increase your returns when it seems like every competitor also advertises on the platform, and the tools are constantly evolving? Emily Hickey (former COO of Lolly Wolly Doodle) truly believes in the power of Facebook advertising. And with her company, Instant Ad Copy, she proves to
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We want to share some exciting news with the retail and ecommerce community! The management team behind the last two GrowCommerce shows (Scott Silverman, Allan Dick and Veronika Sonsev) are launching a new conference called CommerceNext.
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