The difference between good service and genuine care often reveals itself in life’s hardest moments. Chewy’s approach to customer care offers a moving example of how brands can design thoughtful responses to predictable emotional moments, and why doing so builds trust and loyalty that last.
Whether they’re called loyalists, advocates, or ambassadors, these are the individuals all great brands find a way to nurture. One of the most effective ambassador programs I’ve personally experienced is Volvo’s Overseas Delivery (OSD) Program—a unique initiative that combines car buying with a Scandinavian travel adventure. It’s a compelling case study in how brands can foster passion through personalization, exclusivity, and immersive storytelling.
Recently, I had the good fortune to attend this year’s Direct to Consumer Wine Symposium (DTCWS) in Monterey. The event was chock-full of insightful sessions, thoughtful discussions and tangible takeaways. All that, and starting each day to the sounds of seals and seagulls wafting through that brisk seaside air…
Lights, Camera, Action!
Strategic partnerships can be a great means of magnifying and extending a brand’s efforts to build awareness, reach new consumers, and, where relevant, drive visitation. One of the best partnerships I ever had the privilege to manage and nurture was Charles Krug’s sponsorship of the Napa Valley Film Festival.
