Marketing Strategies Every Marketer Should Master: Insights from Chewy

Have you ever wondered how some brands stay relevant and loved by customers for years, or seem to capture a huge market share just a few years after launching? We’ve been curious about that too, so we decided to dig in and see what makes these brands tick, and how we can apply their winning strategies.

Let’s take the pet industry as an example. Did you know that 66% of American households own a pet? With pet lovers driving nearly $150 billion in sales annually, there’s a lot of opportunity in this market. One brand that’s made a huge splash is Chewy. This Florida and Canada-based online retailer has totally redefined what it means to engage with customers and build brand loyalty.

So, what’s their secret? Here are the top marketing and communication strategies Chewy uses to keep their customers coming back, and how you can use them to level up your own brand.

Photo Credit: Chewy

1. Commitment to Genuine Care through Customer Personalization

Chewy truly understands and values the bond between pets and their owners. They send care packages and offer condolences to their customers who loose their pets. By doing this, Chewy creates deep emotional connections with customers.

For example, they sent a heartfelt care package and flowers when a customer's dog passed away, showcasing their empathy and commitment. This level of personalization is a powerful strategy for fostering long-term customer relationships and loyalty.

Photo Credit- Anna Brose

Photo credit - molliexmartin on X

2. Understands Customers’ Needs and Provides Convenience

Chewy simplifies pet care by offering prescription food that can be ordered directly through veterinarians. This convenience addresses specific dietary needs or health conditions, making it easier for pet owners to manage their pets' health. By eliminating the hassle of multiple trips to the vet and the store, Chewy enhances the customer experience and reinforces brand loyalty.

3. Engaging and Relatable Content

Chewy’s content strategy is both engaging and effective. They use a brand voice that is humorous and relatable, often presenting information from the pets’ perspectives. This approach not only entertains but also educates pet owners, strengthening their connection with the brand. Chewy’s storytelling and educational content highlight product benefits in a way that resonates with their audience.

Photo Credit: Chewy’s Instagram page

4. Building a Loyal Community of Brand Advocates

Chewy has mastered the art of building a community of loyal brand advocates. Through consistent excellence and genuine care, they receive positive, unsolicited feedback from satisfied customers. These social proof enhances Chewy's credibility and attracts new customers. Fostering a loyal community is essential for any brand looking to build strong, lasting relationships with its audience.

5. Platform-Specific Social Media Content

Chewy optimizes their social media presence by tailoring content for each platform. By understanding the unique engagement patterns of different social media channels, Chewy maximizes their reach and relevance. This targeted approach ensures that their content resonates with users, boosting overall engagement and reinforcing their brand message across various platforms.

By embracing these proven strategies, brands can build stronger customer connections, stand out in the market, and create a loyal tribe of passionate advocates. Ready to take your brand to the next level?

Whether you need help crafting a message that hits home or implementing a marketing strategy that actually works, Adia Creative Agency got your back. Let’s team up and make magic happen!