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Why the CEO of a $12 billion pet services company still responds to customer emails himself [Fortune]
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They discuss maintaining a customer-forward business even when scaling up, why the Chewy customer service experience is akin to that of a Disney park or high-end resort, and why the company launched B2B services for veterinarians. Singh also explains why he thinks Chewy's only competition is the company itself. “I believe we control our destiny much more than anybody else can do anything to us,” he says. Listen to the episode or read the transcript below. Transcript Alan Murray: Leadership Next is powered by the folks at Deloitte who, like me, are exploring the changing rules of business leadership and how CEOs are navigating this change. Welcome to Leadership Next , the podcast about the changing rules of business leadership. I'm Alan Murray. Michal Lev-Ram: And I'm Michal Lev-Ram. Murray: Michal, I hear the background noise. Where are you? Lev-Ram: I'm in Spokane, Washington. I struggled to find a quiet spot today, so I am in the hotel lobby. Pardon the noise. Sorry, b
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