Chewy is a mail order pet supply company in the U.S. I've been a happy customer for years, but not long ago I ran into an issue that they just don't seem equipped to resolve. A new pkg of our regular cat food seemed a bit off. To make sure it wasn't a new recipe, I contacted the manufacturer, who sent a replacement, though they are normally wholesale only. My next Chewy order of that food was also off, so I contacted Chewy this time. I've had lots of great customer service experiences with them, and the customer service representative was super friendly and offered to replace the food. They have always immediately issued a refund or replacement, no questions asked. I wanted to make sure that I wasn't just going to get another off package, so I explained that this was a repeat problem, and could they make sure that their entire batch in storage hadn't gone bad. The agent agreed and carefully wrote down the issue, which would go to their fulfillment department, but guess what? My replacement was another off package of cat food. I've sent them a couple of detailed feedback notes, but I've also stopped buying our cat food from Chewy (we buy other, nonperishable things from them). What's your take? I have theories, and I'm curious to hear yours.

Such a big and honestly stupid mistake!!! No marketing should be manipulative. Let me know your thoughts on this (Minna hasn’t got her settings to allow downloads so I can only share the link. Hopefully you can access) @Chloe Bright @Amy Butler - bummer! Essentially, a brand messaged someone an influencer style message, making them feel all chosen and priceless to be invited to an exclusive event, she organised a sitter, paid for city parking, dressed up. They offered her a plus one. Really specially worded. Then she arrived and it was a sample sale that was open to the public. The PR/marketing team intentionally skewing facts with clever words to get people with big followings to promote the event for the brand. https://vt.tiktok.com/ZSy6DRUBy/

So this is an example from my current part time workplace. I know the real answer, but would love to see what you come up with. Why did this health insurer change up where and how its customer service employees worked? Brining them from centralised locations for phone and chat support, to having them (where possible) work in their local area? Sometimes from their local store where they might also do face to face customer sales and support?

Curious to know your thoughts! Woolworths and Coles have slowly introduced self serve which makes sense because they're trying to save on wages, but have now seen an increase in shoplifting so they've increased their security measures on the self serve checkouts with things like being able to identify which vegetables are on the scale and now they've added the security barricades that will only let you out if you've paid. I don't steal but I always feel like I'm a criminal whenever their tech doesn't work in the way that it should and had even had staff accuse me of not scanning things as I checkout with my airpods in my ears so sometimes I think the machine has beeped when it hasn't and am too quick to pop it into my bag (of course I always rectify the issue as soon as I've realised what's happened but it still calls the staff member over). What are your thoughts on these measures? Do you think they're detrimental to their brands? For me it's creating a strong sense of distrust and I'm opting more and more to shop elsewhere. I'm curious to know if you think there are any benefits to these measures from a branding perspective.

Read to the bottom and type 'Read' once you have! Welcome to The 3AM Thinkers Club 🎉🎉🎉🎉 You know those middle-of-the-night moments when your brain won't shut up? Whether it be with your own problems or someone else's. When you're lying there at 2:47am thinking of the most random things? Like... "Why do luxury hotels give you tiny soap bottles when others have big dispensers?" or "Why do I ALWAYS want to buy something at Aldi's special buys but never at the other supermarkets?" That's your strategic brain working! This place will teach your brain to do that... figure out those answers... but while you're awake. WHY BOTHER? Because when you can spot strategies in real life business scenarios like Aldi or Hotels, you'll be able to reverse engineer things and play with them in your own business. Here, you will learn how to think like a strategist. And you're about to get addicted to it. Your 3am brain already does this... makes random connections others don't. We're just going to train it to do it in an educated way so that you can benefit from it, instead of being kept awake from it. 📌 HERE'S HOW IT WORKS!! ❌ This is NOT a place to: - Ask for help with your personal business problems - Share your struggles or get advice - Post about your offers or services ✅ This IS a place to: - Share cool business observations you've spotted in the wild - Decode why companies do seemingly backwards things - Make connections between totally unrelated industries - Train your brain to see strategic patterns everywhere Think of it like a gym for your strategic thinking. Every post, every comment, every observation is a rep that makes your pattern-recognition muscle stronger. 🏆 THE ADDICTION SYSTEM (You're going to love this) HERE'S HOW YOU GET POINTS - IT'S ALL ABOUT QUALITY: 🔥 When people LIKE your posts - you get points 🔥 When people LIKE your comments - you get points 🔥 When people ENGAGE with your insights - you get points BUT HERE'S THE CATCH: You only get points when people actually LIKE what you've shared. Not just because you posted something. It has to be GOOD.