Latest / The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
How Chewy Uses Predictive Email to Retain Pet Owners
In this episode, Lucas and Luna explore how Chewy built one of the most sophisticated predictive email programs in retail. They break down the specific triggers Chewy uses—like automated replenishment reminders based on actual consumption data and proactive outreach when a pet passes away—and explain how the company's focus on lifetime value over short-term revenue drives a retention rate that most e-commerce brands envy. Along the way, they touch on the $350 million revenue contribution from automated emails and why Chewy's customer service model is inseparable from its email…
The skinny
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