Forbes + CommerceNext: Did Customer Service Help Chewy Rake In A Hefty Price Tag?
Rachel Klein
June 8, 2018
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 as a resources drain or the first place to go for implementing cutbacks, Chewy has, from Day 1, invested deeply in customer service. They played the long game, knowing consideration, care and quality people would make all the difference when going up against other multi-brand pet supply sellers
