How Chewy Turned Customer Care Into Its Biggest Competitive Advantage
Chewy has become one of the most beloved ecommerce brands because it treats post-purchase as the beginning of the customer relationship, not the end. Every interaction after checkout is designed to build trust, create emotional connection and make customers feel genuinely cared for. It’s a strategy that’s helped Chewy build remarkable customer loyalty. It’s also why Chewy joined CommerceNext’s 2025 Post-Purchase Forum to share how customer care has become one of its strongest growth drivers. Customer Service That Feels Human Chewy’s customer service team is empowered to solve problems quickly, but what really stands out are the unexpected moments of empathy. Customers regularly

