Slide 03 · The pain

Today's reality at Chewy scale.

2% sample QA misses food-recall signals.

A single early call can flag a category-wide issue. Sampling can't see it.

Coaching opinions vary by manager.

The Chewy voice should be one voice. Without evidence, it splinters.

New advocates take quarters to find the voice.

Empathy can be coached, but only if you can see what works in real calls.

Emerging product issues hit social before ops.

By the time the trend reaches a manager, the conversation is on TikTok.