Success Crafted

Chewy: Revolutionizing Pet Retail with Customer Obsession and Innovation

Chewy: Putting Chew-tastic Offerings Within Reach of Loving

Pet Parents

If you are in the market for pet-related products and services, Chewy is a name you do not want to miss. The company, founded in 2011, has become the leading online retailer of pet food and other products in the United States.

In this article, we’ll delve into the background of Chewy, highlight its success factors, and analyze its mission statement to gain insights into how this company has become a force to reckon with in the pet industry.

Company Background

Chewy’s mission is to become the most trusted online retailer of pet-related products and services in the United States. Over the years, the company has grown from a small startup to one of the most influential businesses in the industry.

Chewy offers its customers a range of products and services covering everything from pet food, toys, and accessories to pharmacy services and telehealth consultations.

Success Factors

Several factors have contributed to Chewys impressive success. One of them is customer obsession.

Chewy takes pride in providing exceptional customer service and has set a bar so high that other companies in the industry struggle to keep up. Chewy has an unwavering commitment to answering customer calls within seconds, providing personalized experiences, and going above and beyond to create an emotional connection with its customers.

The company boasts of over 18 million active customers annually, a testament to Chewy’s focus on pet categories. Moreover, Chewy has managed to maintain an impressive revenue growth trajectory over the years.

According to the latest reports, Chewy’s net sales for 2020 amounted to $7.15 billion, with 43.6% year-over-year growth.

Mission Statement Analysis


Chewy’s mission statement is centered around being the most trusted online retailer of pet-related products and services. Chewy understands that trust is critical in building and maintaining relationships with its customers, and the company works to foster that trust every day.

They do this by delivering top-quality products, providing exceptional customer service, and always being transparent in all their operations.


Chewy is all about convenience. The company has managed to create an online shopping experience that is easy, quick, and painless.

The Autoship feature offered by Chewy is an excellent example of its focus on convenience. The Autoship feature makes it easy for pet parents to receive their pets’ products without running out.

Simply set up a schedule and have Chewy auto-ship the items to your home or office address.

Pet Parents

Chewy understands that pet parenting comes with unique responsibilities. The company places a significant emphasis on pet parents and their needs.

Chewy has a Telehealth feature that gives pet parents quick access to licensed veterinarians. The company also provides educational resources and advice on pet health, nutrition, and wellness.


Chewy has partnered with reputable pet brands in the industry to provide its customers with top-quality products. The company has a strict vetting process, ensuring that the brands they work with are trustworthy and reliable.

Customer Service

Chewy’s customer service is top-notch. They have won numerous awards, including the Stevie Awards for sales and customer service.

Chewy’s customer service team is available 24 hours a day, seven days a week, and always ready to assist with any questions or concerns. Moreover, Chewy includes a handwritten note in every package, making the experience even more personal.


In conclusion, Chewy has become the go-to online retailer for pet-related products and services in the United States, and for good reason. The company’s focus on customer satisfaction, convenience, and partnership with reputable brands has earned it a reputation for being the most trustworthy and reliable online retailer of pet products and services.

Chewy’s mission statement is a true reflection of what the company stands for, its commitment to its customers, and the pet industry at large. So, if you are a pet parent looking for the best products and services for your furry friends, Chewy should be your first stop.


Core Values and Theories for the Future

Chewy is an online retailer offering pet products and services for both cats and dogs. The company’s commitment to excellent customer service, convenience in delivery and a broad range of products has earned it a stellar reputation in the industry since its inception in 2011.

In this article, we will analyze Chewy’s absence of a vision statement, speculated vision statement, and the company’s core values.

Absence of Vision Statement

Many companies rely on a central statement to guide their operations and decisions. A vision statement is an example of such a statement used to help organizations understand their destination.

However, Chewy does not have a vision statement that is publicly known. This absence does not mean the company lacks direction, focus, strategy, or goals.

Instead, Chewy’s corporate culture is deeply rooted in action and performance. Chewy’s employees understand the core values that govern their duties and responsibilities, reflecting the company’s brand.

Theorized Vision Statement

Chewy has become a one-stop-shop for pet owners, offering a comprehensive range of pet products and services through its online platform. Many industry experts have speculated that Chewy’s vision statement is to be the most convenient and accessible one-stop-shop for all pet needs in the United States and beyond.

By focusing on this objective, Chewy aims to become synonymous with exceptional customer experience and complete customer satisfaction.

Core Values

Innovation and customer focus are integral to Chewy’s core values, and the company provides a working environment that fosters these values. Chewy has ten core values that shape the company’s corporate soul and define its actions and outcomes.

These core values are as follows:

1. Customers First:

Powerful, emotional connections with customers drive Chewy’s product development, advertising, and marketing strategies.

Customer service is a top priority at Chewy, and the company’s obsession with providing the best possible customer experience is reflected in a Net Promoter Score of over 80. 2.

Deliver Results:

Chewy prioritizes its customers, so it values and commits to delivering results in all aspects of its operations. The company takes a comprehensive approach to delivering results, focusing on operational excellence, innovation, and investments.

3. Earn Trust:

Trust is the foundation of Chewy’s success.

Chewy creates an open environment with honest communication, which encourages cross-functional communication and trust-building. Fact-based debate guides Chewy’s decisions, promoting a transparent and honest work culture.

4. Operate At Depth:

Chewy has an analytical approach to problem-solving, using metrics and data to make critical decisions.

The companys constant focus on metrics-based decision-making leads to an atmosphere of inquiry, exploration, and discovery. 5.

Accelerate Time:

Chewy avoids complexity and bureaucracy by clearly defining objectives and empowering employees. The company adopts an empirical strategy, failing fast and learning from mistakes.

6. Act As An Owner:

Chewy encourages employees to take ownership of their work.

Transparent leadership and a data-driven approach empower employees to take charge and deliver optimal results. 7.

Debate Openly; Commit Fully:

Chewy’s open-door policy fosters a culture of honest and transparent communication. Arguments based on data and facts are encouraged, and decisions made with commitment.

8. Build High-Performing Teams:

Chewy invests in its people and believes in the power of teamwork.

The company creates an environment where employees are evaluated based on performance, rewarded, and invested in to elevate team performance continually. 9.

Keep It Simple:

Chewy seeks to simplify its workflows while avoiding hierarchical structures that create unnecessary complexity. The company takes down internal barriers and reduces complexity to foster a more effective and efficient work culture.

10. Think Big:

Chewy aims to enter new markets, such as pet health insurance, through its ambition, innovation, and customer focus.

The company understands that big thinking leads to significant wins, so its strategic planning is grounded in ambitious goals and objectives.


Chewy’s absence of a publicly known vision statement does not negate the company’s commitment to excellence and performance. Chewy’s corporate culture is anchored in ten core values that shape the company’s decision-making, action, and innovation.

Chewy’s vision to become the most convenient and accessible one-stop-shop for pet owners is an example of a company that values its customers and seeks to deliver positive outcomes. Chewy’s decision-making processes are anchored in its core values, engaging employees, and building trust across all levels of the organization.

In summary, Chewy is a company that has become a leading online retailer of pet-related products and services in the United States. While the company lacks a publicly known vision statement, Chewy has ten core values that guide its operations, including customer obsession, operational excellence, and employee empowerment.

Chewy’s focus on exceptional customer experience, convenience, and a broad range of products has garnered a reputation as a trusted and reliable one-stop-shop for pet owners. Chewy demonstrates that a company can achieve excellent results when its core values and customer-centric approach drive its decision-making processes.

As pet ownership continues to grow in popularity, Chewys commitment to customer satisfaction and innovation will continue to keep the company at the forefront of the industry.

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