Do you have a ‘delight’ strategy in mind for your customers?
Most of the time, we as marketers and business people put more of our attention and focus toward attracting prospects and finding new leads. Mistake? Yup.
I ask people all the time what the best prospect source is. To me, that’s easy. It’s word of mouth. It’s a referral from someone who has been shown the Nexus 6 value already. It’s from someone who is loyal to your business. It’s a brand advocate.
Because of my user experience with chewy.com, I will always be loyal to their brand – and it’s taken me a good while to really be able to write this and share on some official platforms.
One year ago today, I had to make the toughest decision a pet owner could make. It was time for me to live up to the promise I made Jelly when I adopted her – that I would not let her live in pain.
Heartbreaking, for sure.
Enter Chewy.com and their well thought out strategies for their customers.
You see two days after, as I’m still reeling, our dog food (which I had on auto-order) showed up at the door. It shook me a little (OK – a lot) but once I regained my exposure, I contacted chewy.
Not only did they cancel my order (with extremely compassionate phone care,) they also informed me they didn’t want the food back. When I could find it in me, they said to donate it to an organization that needs it.
But it didn’t end there. They also sent a care package the next day with some beautiful flowers and a beautifully written note… something that will always stick to my heart (and brain).
It’s something that’s oft-forgotten.
And, it shouldn’t be.
Chewy has a customer – for life.
And if ya look around, you’ll see there are plenty more Chewy.com advocates just like me – simply because of a well-thought out strategy of customer experience and delight.