Chewy has established itself as THE pet e-commerce store in the United States.
With its strong focus on customer service, vast product selection, and competitive pricing, it has successfully cornered the market and established itself as a major competitor to Amazon.
We could sit here all day and speculate on why Chewy has been so successful in its mission to conquer the online pet industry.
We could even accuse Amazon for opening this can of worms and watch the two giants go at it, fangs bared.
Wagging tails, floppy ears, and lolling tongues everywhere.
Yep, it’s true — pets have conquered the Internet.
From this Substack: BARK! Bark bark, that is! (Okay, sorry for the bad dog pun, but it just had to be done!)
I examine how Chewy has achieved such dominance through e-commerce excellence and an aggressive customer service strategy in this Substack.
Chewy's against-all-odds success story can be a model for others to learn from and apply to their business, and I even give you tips on how to find the right pet product supplier for your pet e-commerce store.
Chewy's Success in the Pet Market
Chewy's success story can be attributed to several key factors.
Customer-Centric Approach: Chewy places a strong emphasis on customer service and satisfaction. They have a dedicated team of pet experts available 24/7 to provide personalized assistance and advice to pet owners. By prioritizing customer needs, Chewy has built a loyal customer base that keeps returning for all its pet-related needs.
Wide Product Selection: Chewy offers a vast selection of pet products, ranging from food and treats to toys and accessories. With over 45,000 products from over 2,000 brands, Chewy ensures pet owners can find everything they need in one place. This extensive product range sets Chewy apart and gives customers more options than other online pet retailers.
Competitive Pricing: Chewy offers competitive product prices, often beating its competitors. They frequently run promotions, discounts, and automated subscription services that provide convenience and cost savings for customers. By focusing on affordability, Chewy appeals to price-conscious pet owners who want to provide the best for their furry friends without breaking the bank.
Competing with Amazon
Amazon is a giant, and Chewy is not.
Chewy is a small fish in an enormous ocean. But as we've seen, that doesn't mean it can't swim.
Amazon has indeed been doing business for much longer than Chewy.
Still, even though Amazon has the advantage of being around longer, a smaller startup with better pricing and better customer service can still beat it.
Niche Focus and Expertise: Chewy's specialization in the pet market gives it an advantage over Amazon, which caters to a wide range of products. By understanding the unique needs of pet owners and tailoring their offerings to this specific customer segment, Chewy can provide a more personalized shopping experience and targeted recommendations.
Customer Experience: Chewy's dedication to customer service sets it apart from Amazon. The personalized customer support, easy returns, and speedy delivery options offered by Chewy contribute to a positive shopping experience. Chewy differentiates itself from Amazon's more generalized approach by focusing on customer satisfaction.
Subscription Services: Chewy's auto-ship service, which enables customers to schedule recurring deliveries of pet essentials, has proven to be a game-changer. This convenience factor fosters customer loyalty and helps reduce customer acquisition costs associated with one-time purchases.
Take Lessons from Chewy To Improve Your Pet E-commerce Store
You don't have to be a dog person to know that dogs are some of the best companions you can find.
But if you're running an online pet store and want to be successful, do you know how to make your business stand out from the crowd?
Here are a few examples of what's working right now.
Exceptional Customer Service: Take a page from Chewy's book and invest in customer service. Offer live chat support, personalized recommendations, and a dedicated team of experts to assist customers with pet-related queries.
Wide Product Selection: Expand your product range to cater to pet needs. Partner with different brands and suppliers to ensure you can offer your customers a diverse selection of quality products.
Competitive Pricing and Promotions: Regularly review your pricing strategy and consider offering discounts, promotions, and subscription services to attract price-sensitive customers. Real-time market research can help you stay competitive against significant players like Chewy and Amazon.
Focus on Niche Expertise: Develop a strong brand identity by specializing in a specific pet niche. By becoming experts in a particular area, you can build credibility and loyalty among pet owners who are passionate about that niche.
Find a Pet E-commerce Supplier
It's no secret that you've got to have the right supplier to run a thriving pet e-commerce store.
But where do you find them?
There are several ways to go about it, but here are a few of my favorites.
Attend Pet Trade Shows: Attend pet trade shows to connect with pet product suppliers and gain exposure to new pet products.
Join Industry Groups: Join industry groups and associations such as the American Pet Products Association (APPA) and the National Association of Pet-Sitters (NAPPS) to network with peers and gain access to industry-specific resources.
Research Online: Utilize online directories and marketplaces such as ThomasNet, Alibaba, and Petmanufacturers.com to find a comprehensive list of potential suppliers.
Request Samples: Before committing to a supplier, request samples to ensure that the quality of their products is up to your standards.
In Summary
All in all, Chewy is a company to watch.
But more than that, it's easy to see that Amazon should be keeping a close eye on Chewy as well.
After analyzing this preeminent pet supply store, it's obvious why Chewy has achieved the status that it has.
It seems that a mixture of product quality, convenience, and price have won over consumers across America.
In addition, Chewy has managed to achieve an enviable level of success in a highly competitive market, which can be emulated by any aspiring online seller.