Engaging with posts and comments in a way that feels genuine and authentic.
Posted: Wed Jan 22, 2025 8:32 am
Resolving their customers’ issues.
Infusing competitive advantages into their responses.
Chewy: Melting pet parents’ hearts
For help crafting this article, we turned to Sprout Social’s community, The Arboretum, to learn which brands inspired other social pros. A brand that received emphatic praise was Chewy, the beloved pet food and products company.
As Rebecca Taylor, Social Media Marketing Manager at UserTesting put it, “I’ve never been let down by Chewy’s team. They engage with posts of my cat frolicking in boxes when his deliveries come. They respond ASAP if uk b2b leads there’s ever an issue (even when the issue is delivery, they just reship immediately so no one goes hungry). They even periodically send little surprises, like birthday cards or portraits of my cat. I don’t know another brand who goes as far for their customer or makes you feel like they genuinely care the way Chewy does (if the Chewy social media manager is reading this, I’m a huge fan!)”
A screenshot of a loyal fan of Chewy's customer service applauding them on X.
The brand is well-known for their compassionate voice, personalized service, and going above and beyond for their customers (and their pets). Even when issues seem out of their control, like when this customer said Chewy’s boxes were too heavy to lift up the stairs, they are quick to find a way to help.
A screenshot of an exchange between Chewy and a customer on X. The customer is having issues lifting their Chewy boxes up their stairs, and Chewy stepped in to help them out.
One of the most impressive things about Chewy’s care strategy is that they refer to all of their customers’ pets by name, like in this response to a user on X (formerly Twitter). That level of personalization requires integrating social data with CRM software, the holy grail of seamless customer experiences.
Infusing competitive advantages into their responses.
Chewy: Melting pet parents’ hearts
For help crafting this article, we turned to Sprout Social’s community, The Arboretum, to learn which brands inspired other social pros. A brand that received emphatic praise was Chewy, the beloved pet food and products company.
As Rebecca Taylor, Social Media Marketing Manager at UserTesting put it, “I’ve never been let down by Chewy’s team. They engage with posts of my cat frolicking in boxes when his deliveries come. They respond ASAP if uk b2b leads there’s ever an issue (even when the issue is delivery, they just reship immediately so no one goes hungry). They even periodically send little surprises, like birthday cards or portraits of my cat. I don’t know another brand who goes as far for their customer or makes you feel like they genuinely care the way Chewy does (if the Chewy social media manager is reading this, I’m a huge fan!)”
A screenshot of a loyal fan of Chewy's customer service applauding them on X.
The brand is well-known for their compassionate voice, personalized service, and going above and beyond for their customers (and their pets). Even when issues seem out of their control, like when this customer said Chewy’s boxes were too heavy to lift up the stairs, they are quick to find a way to help.
A screenshot of an exchange between Chewy and a customer on X. The customer is having issues lifting their Chewy boxes up their stairs, and Chewy stepped in to help them out.
One of the most impressive things about Chewy’s care strategy is that they refer to all of their customers’ pets by name, like in this response to a user on X (formerly Twitter). That level of personalization requires integrating social data with CRM software, the holy grail of seamless customer experiences.