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Customer Delight = Brand Loyalty

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).

Customer delight.

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.

Frequently asked questions

A computer.

But, no seriously, we use Wordpress. It’s widely used, open source, and easy to host anywhere if you ever decide you hate us.

We work with companies from all industries that are all sizes. Our requirements for working together is simple. We don’t hate each other and we believe that we can provide real results.

Yes we do. From capturing the footage to editing it into its final form, all our work is done here.

Hell yes you do. We get it, some companies will write you a blog but claim that they own the content as a way to retain your business, that’s bullshit and we don’t play that game. It’s yours to keep once you’ve paid for it.

Firstly, there is no cost to meet with us and talk about what we can do for you. Second, each and every quote is custom. We don’t prepackage anything. We can however say that our base rate is a hell of a lot lower than most you will find out there.

Apart from having implications in the movie Blade Runner (where the company gets its name) we ourselves are somewhat of a unicorn in the fact that we offer a fair price for top tier services. We pretty humble, regardless of how many awards we’ve won.