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12/12/2022
RL Pro Exclusive

Retailer Gratitude Resonates With Loyal Consumers

Elizabeth Lafontaine
Chief Retail Analyst, Retail Leader Pro
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Woman shopping

This week, I received a holiday card from a retailer. The delivery’s intent had nothing to do with my role within the greater retail industry; it was simply to thank me for being a customer throughout 2022 and to wish me a happy holiday season. 

But one thing stuck out to me more than anything — it was handwritten. It also wasn’t trying to promote anything. A promotion or coupon was not included. It was simply a small gesture of gratitude. 

To say I was stunned by the gesture is an understatement. The card — from Chewy, because I won’t gatekeep my outstanding customer experience — was truly such a pleasant surprise during a holiday season and time of year when retailers tend to be more focused on the bottom line than their shoppers. 

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