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How Chewy Pivoted From Pet Supplies to a Relationship Business
When Ryan Cohen founded Chewy in 2011, he wasn't trying to build a better pet store. He was trying to build a company that made pet owners feel understood — and that meant spending money on things most investors called wasteful: handwritten thank-you cards, 24/7 customer service for any reason, and sending flowers when a customer's pet died. In this episode, Lucas and Luna break down how Chewy turned a high-touch, high-cost service model into a business that generated over $11 billion in annual sales by 2025, even as competitors like Amazon and Walmart chased the same customers…
The skinny
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