Chewy

That's a lot.

Chewy, what up? Chewy, you see the trade I made in Discord early? No, I didn't.

What was it? Tell me about it.

Brazil, Jordan Mason, Tony Pollard, Jordan, Tony, Loveland for...

Blick, Saquon for Martin and Manny guy.

Nah, hold it.

Chewy had a cereal crunchy cinnamon brulee edible yesterday and can still tell that the flavor was 10 of 10.

Nice, nice.

I immediately think of a company that is not a client, although I would love for them to be.

But it's Chewy, the pet food and pet medicine.

Okay.

So they have taken just an extremely human-centered approach to customer service.

Very punk, I would say.

They do some of what I described that our contact center client did around they hire people to be customer service reps without any... training, they hire, they say they hire happy, pet loving people, right? And then they empower those people to do whatever they need to do, obviously, within reason, to deliver a wow experience to their customers.

And so I've read, you know, starting a couple of years ago, you would see just trending everyone's social media and also the Wall Street Journal, right of how Chewy will, you know, they'll recognize or they'll speak to a customer who has stopped their pet food description because their pet has passed.

And then they will, you know, make donations of pet food and their pet's name.

And we're going to talk about yet another economic warning, guys.

This time it is from the pet company Chewy.

And the thing that kind of inspired me to make this video is not only did I come across this news story today, But also, I've been hearing from a lot of people in the comments and even a couple of you have written me emails about the rising cost of owning a pet nowadays because that's no longer cheap either.

What Chewy just came out and said is that people are still spending money on their pets, but they are cutting back on all of the discretionary items that a pet doesn't absolutely need.

Things like treats and toys, things of that nature.

We have seen several of these similar economic warnings recently from Hormel Foods, from Tyson Foods, from Procter & Gamble.

Literally every single week, a new company is coming out and telling us that their customers are trading down and buying cheaper, off-brand, store-brand products that are similar, or they stop buying the products altogether, in this case, like what Chewy is saying.

Chewy's CEO...

Where? I told you guys.

Chewy guy? Yeah, I told you guys this.

I was at a restaurant.

and i was there b2 and i this was in in florida b2 and i were there with a couple that we know and this guy somehow knows everybody this guy that we went out with he knows everybody i don't know how i and so we're in this restaurant waiting to get the table we're at the bar there and he started his buddy comes in and talking and he's talking with us and then And they left and walked away.

And he goes, oh, do you know who that guy was? And I said, no.

He goes, have you heard of GameStop? I said, yeah.

He goes, that's the CEO of GameStop, the Chewy guy.

Anyway, so I didn't think too much about it.

And we knew all of that information plus what they actually feed.

So then we went to Chewy.com and we gathered data on all of the products that this pet food buyers in our survey identified.

So that's about 7,000 different products, both food and treat.

And then we matched it with each respondent.

They do some amazing things that become the playbook.

You know, Sam, in an era of marketplaces where Amazon, Zooplus, Chewy, Challenger brands in particular have a level playing field.

100%.

And so appealing to them as a community that's in need of amplification and audience is a wise strategy.

And I'm Jamie Jennings in Norman, Oklahoma.

You're listening to Horses in the Morning on the Horse Radio Network for Wednesday, September 16th, episode 4042, brought to you today by our friends at Chewy.

Good morning, horse people.

Well, thank you for listening to us today.

Too many colors.

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