Pet Age’s Post

Leadership Next recently hosted Sumit Singh, CEO of Chewy, to discuss thriving in the notoriously competitive landscape of e-commerce. Singh, who joined the company in 2018, has led Chewy through its IPO in 2019 and its debut on the Fortune 500 list in 2021. During the interview with Alan Murray and Michal Lev-Ram, Singh shared insights into Chewy's obsession with customer loyalty, his background in e-commerce and supply chain, and what he learned from Jeff Bezos during his previous top leadership positions at Amazon and Dell Technologies. Additionally, the discussion touched on Chewy's expansion into veterinary health care. It wasn't all business, though. Singh and the hosts also shared stories about their furry friends. Check out the full interview to learn more about Chewy's success and the leadership lessons Singh has learned along the way. #leadership #leadershipnext #leader #leaders #leadershipdevelopment #businessmanagement #vision #customerservice #customerloyalty #ceo #consumerengagement #consumerexperience #ecommerce #entrepeneur

While the Harvard Business School classes I assisted with have been over for a little while, I've been reflecting on one of the case studies that stuck out to me and wanted to share it. This case study delves into Chewy, a pet brand that not only achieved economic success but also surpassed its competitors through an unwavering focus on personalization and exceptional customer service. By investing heavily in catering to their customers' needs, Chewy managed to climb the ranks into a 4 billion dollar company, showcasing one of the most effective growth strategies of our time. Central to their triumph is their deep understanding of their customer base. Chewy has revolutionized customer service by removing time constraints on call center interactions. Instead, representatives engage in meaningful conversations, probing to better understand and address customer needs. Moreover, they go the extra mile by expressing genuine empathy for pet owners through handwritten notes on special occasions or sending condolences when pets pass away. This approach is particularly noteworthy within the pet industry landscape. While there are formidable competitors, adopting a compassionate and empathetic stance towards pet owners establishes a brand as approachable and trustworthy. It underscores a commitment to not just customers but to their beloved animal companions as well. Overall, this was a fun case study to look at and I was very impressed with Chewy's approach in the market. #Leadership #BusinessGrowth #Chewy

Here's a short interview I did with ForceBrands on investing in the pet industry - check it out and let me know if you will be at SuperZoo! https://lnkd.in/eRjhGYR4

A great playbook example of how a #retailer rebuilds #relevance with a shift from a transactional based mindset to a holistic 360 engagement model. The attention to frontline associates becoming "partners" through to rethinking how a loyalty program ads value versus the traditional discount model and embracing vendor partnerships into the strategy, inspiring. It's a quick read and worth bringing to your teams as a discussion strategy.

The pet industry is looking closely at how consumers will respond to the Walmart's new concept and how it will potentially affect competition. Here, our Retail Principal Danny Zhang comments on the new concept and the effects it'll have on other retailers. #OWretail #retail #walmart

😻🍭BONKERS Purrpops! Proving once again for Rhodes Pet Science why true, white space, category-shattering innovation is so important for driving growth of our business and driving growth for our retail partners. Our BONKERS Purrpops launched earlier this year and IMMEDIATELY went viral 😻🍭🚀 A meaty, chewy, crunchy, bitey cat-candy. 100% freeze-dried meat, served on stick. An innovation anchored in true Millennial and Gen Z pet-parent insight: they seek true connection with their pets. And BONKERS Purrpops help aid connected moments with their cat. The results are speaking! 🐾 Fastest growing treats brand in the UK and USA 🍭 BONKERS Purrpops have already become the #1 BONKERS format 💕 Shoppers for BONKERS Purrpops comes back 3X as often as typical cat treat shoppers 🔥 In many instances we are outselling forecasts by over 100% 

It's great to see BRF's journey over the past 50 years being recognized. The dedication and hard work of the team are evident in their market position today, reflecting the strong foundation they've built. Igor Marti #IndustryLeadership #Teamwork #MarketSuccess

In our latest #WomeninPet Q&A Heather Acuff of Nulo Pet Food shares her journey in the #petfoodindustry, the top trends influencing the industry's push toward continued innovation, and advice for other female leaders. "No matter what your next goal is, the most important thing is that you’re taking action to make it a reality and advance forward from where you are today," she said. Continue reading here: https://ow.ly/h51F50SEFQi #petfood #womenleaders #WomeninLeadership

💡Why is the pet industry an investment focus for Encore Consumer Capital? And how does a show like SUPERZOO factor into your information-gathering? 💭 According to Encore Consumer Capital's Managing Director Kate Wallman, the pet industry is "an area where we believe we have core expertise in understanding how to help brands grow through various channel distribution strategies, including traditional brick-and-mortar as well as Amazon, direct-to-consumer (DTC), and in particular subscription models." 💡 When you look at pet brands that need help, what are you looking for in terms of their leadership teams and talent? Kate Wallman says: "Founder authenticity is crucial for us. We look for founders who started their company to solve a specific problem. We also assist in building out their teams. Sometimes, we back founders that are excited to run the business going forward but sometimes they want to focus solely on product development or sales relationships for example, or they may be ready to bring in a true CEO. However, if they want to remain as the CEO, building out the sales function is crucial. In the pet industry, we increasingly see the need to strengthen the sales side to drive growth across brick-and-mortar channels. Therefore, we have implemented this strategy across a number of different investments." Read more from our exclusive interview with Kate Wallman here: https://forceb.co/4dvoD0J 🐾 See you at SUPERZOO? The premier North American pet retail event takes place August 13-14 and our team (Josh Wand, Sean Conner, Erin Linfonte, and Dustin Cherry) will be on the ground to connect with you and discuss your unique growth vision. #SUPERZOO #PetIndustry #hiring #ExecutiveSearch

Ever wondered how industry leaders tackle returns? Let's take a glimpse into Chewy's playbook for managing returns with finesse. Chewy is one of the leading online retailers of pet products in the US. The brand identity is incredibly warm, friendly, and pet-positive. From a clear and customer-friendly return policy to innovative solutions for streamlining the process, they've mastered the art of turning returns into a positive experience. One of the ways they build customer loyalty is the way they handle returns. Instead of asking customers to ship back products, they have been known to send the customer a full refund along with the request for the customer to donate the unwanted item to a local animal shelter. This saves the customer the trouble of re-packing the item, and saves Chewy's team the time of opening, evaluating, and re-shelving the return. #EcommerceLeadership #ReturnsManagement #CustomerExperience