Chewy is great at delighting their customers. So much so, they’re getting 100m+ impressions /yr (for free). Here’s their CX strategy: - Send customers unexpected birthday gifts. - Send flowers & hand-written notes. - Respond to all mentions with unique responses. If you search “Chewy customer service”, and filter by latest, you’ll find 100+ new posts /day of customers sharing their experience. In one of their most popular tags, a customer received over 42k retweets and 718k likes after sharing that their pet passed away and that they no longer had a need for the food. All Chewy did was refund the customer's order (~$81) and sent them flowers ($~40). Although this may have cost them money in the front end, the goodwill ended up giving them 70m+ impressions on that tweet alone. (not to mention the 1k's of other similar tweets). Practical tips: - Create goodwill (even if nothing is expected in return). - Don't hold customers refunds hostage. Even if they seem to be wrong, don't hold it against them. - Have quick response (<2 hrs), humanly (not copy & paste), and even in odd times (ie. 2am). - Respond to all mentions on social media. Let me know what you think. Feedback. Questions. Thoughts. Cheers🥂 ~ Phil Vilk