Have you ever heard of a customer receiving something like a custom-painted portrait because they were sick? Heck, your own friends...View More and family may not even treat you that good. Over the holidays, the card you see below was sent out to repeat Chewy.com customers. Chewy.com is a popular online store that sells pet food, treats, and supplies. I thought the card was a fantastic example of a thank you note & holiday greeting, that is actually handwritten. Initially, I was under the impression that, like most big companies, they used a handwriting font. But upon looking at cards received by other customers, it’s clear that they are all unique & individually written.
Chewy also makes good use of the space in back of the card, including their social links & 24/7 hotline. Just last week my grandmother received a bouquet of flowers because her dog was sick (she talked to them over the phone). You’d be hard-pressed to find another big company that puts this much thought & care into their customer service.
Holiday Card & Customer Care from Chewy.com Swiped in April 2016
The fact that we rave about receiving a thank you card is a testament to the customer service we’re used to receiving. Most companies & businesses simply do not go the extra mile. Understand that a simple gesture, even a thank you email, can make a big difference.
If you don’t want anything to do with your customers other than receive money from them, you’re doing it all wrong. You want to fall in love with your customers, show you appreciate them, and acknowledge that they’re someone who’s supporting you & your business. This slackish behavior often exists in those who focus too much on “the numbers” & can’t comprehend the idea of taking a temporary loss for a greater financial gain.
I’d love to be in the boardroom with a bunch of number crunchers & hear their reaction to what Chewy is doing. Would they mention “customer lifetime value”? Think about it. Their customers are pet lovers who buy pet food on an ongoing basis. Even if their pet passes, they will likely get another one. And when a company goes out of their way for you & treats you like a genuine, caring friend, why would they even think about switching companies? I give major kudos to the entire team at Chewy’s.
Mike Schaueris the founder of Swiped.co and the main analyst in the swipes section. After intently studying & building conversion-focused websites for 6+ years, he started Swiped to help others master marketing & copywriting through the analysis of great examples!
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