Masters of Scale Rapid Response: Cultivate loyalty at every level, with Chewy’s Sumit Singh and former Exos CEO Sarah Robb O’Hagan
Nov 12, 2024
Sumit Singh, CEO of Chewy, known for revolutionizing pet retail with stellar customer service, joins former Exos CEO Sarah Robb O’Hagan to discuss the art of cultivating loyalty. They share insights on why genuine human connections trump AI in customer service and how employee satisfaction directly enhances customer experiences. The duo emphasizes transforming everyday moments into extraordinary loyalty opportunities, highlighting the critical link between team engagement and customer commitment for thriving brands.
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Surprise and Delight
- Build customer loyalty through "surprise and delight" moments.
- These personalized touches create a strong emotional connection with customers.
Loyalty Through Service
- Good customer service builds loyalty and a competitive advantage.
- Customer retention is key for brand growth and should be prioritized.
Humans over Bots
- During the pandemic, Chewy prioritized human customer service over bots.
- This led to valuable insights, like launching a veterinary care business.