Chewy Still Wins Pet Parents’ Hearts, But Investors? That’s Another Story [Forbes]
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Source: Forbes
Chewy Still Wins Pet Parents’ Hearts, But Investors? That’s Another Story On online pet gear retailer Chewy’s Facebook page, a customer named Jenny Roll expressed her excitement over a surprise gift from Chewy: a hand-painted portrait of her dog. “Chewy has the best customer service hands down,” Roll wrote in a July post. “You really know how to make your customers feel loved.” She wasn’t alone. Happy customers gushing over portraits of their pets or hand-written notes from the company can often be found on Chewy’s social media pages. Its customer-pleasing gestures also include sending flowers to pet owners who have recently lost their pets. Those sorts of moves helped the eight-year-old Chewy, which went public in June, post a 43% sales increase late Tuesday, to $1.15 billion in fiscal Q2, which ended August 4. Active customers jumped 39%, to 12 million. Net sales per active customer rose 10%, to $352. Demand from customers ordering via the company’s Autoship subscription program sur
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