What specific last-mile strategies does Chewy use to compete with Amazon and Walmart?

According to Scott Anderson, Chewy leverages personalization and close collaboration with carriers to differentiate its delivery experience. Rather than competing purely on speed or price, the company customizes delivery offerings and builds integrated partnerships with logistics providers to enhance service quality.

Why is carrier collaboration becoming more important in last-mile delivery?

As last-mile delivery costs continue to rise and customer expectations evolve, carriers need deeper partnership with shippers to optimize routes, manage capacity, and align service levels. Close collaboration enables both parties to share data and insights that drive operational efficiency and cost reduction.

How can mid-sized retailers implement personalization in their delivery operations?

Personalization can include offering flexible delivery windows, proactive customer communication, customized packaging, or delivery preferences based on customer history. These tactics require integrated technology and strong carrier partnerships to execute reliably at scale.

What does this strategy mean for logistics and supply chain teams?

Supply chain teams should shift focus from treating carriers as interchangeable vendors to building strategic partnerships. This involves sharing demand forecasts, performance metrics, and customer data to co-optimize operations rather than managing relationships at arm's length.

Is this approach scalable for smaller e-commerce companies?

While the specific tactics may require customization based on company size, the core principle—investing in carrier relationships and customer-centric delivery options—is scalable. Smaller companies may prioritize geographic niches or specific customer segments to implement these strategies effectively.

Shipping & Freight

Moderate

Last-Mile Delivery Edge: Chewy's COO Shares Winning Strategy

Sep 18, 2026

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The signal

Chewy's Chief Operating Officer Scott Anderson has highlighted personalization and close carrier partnerships as critical differentiators in the increasingly competitive last-mile delivery landscape. With giants like Amazon and Walmart dominating the space, mid-sized retailers and e-commerce players must find alternative competitive advantages beyond scale. Anderson's insights suggest that the future of last-mile success lies not in matching Amazon's logistics infrastructure directly, but in creating differentiated customer experiences and building deeper operational integration with carrier networks.

For supply chain professionals, this signals a strategic shift toward collaborative rather than transactional carrier relationships. Rather than treating logistics as a commodity function managed through bidding processes, forward-thinking shippers are investing in data sharing, service customization, and mutual performance optimization with their delivery partners. This approach can yield tangible benefits including improved delivery reliability, better cost management through volume incentives, and enhanced customer satisfaction through tailored delivery options.

The implications are significant for mid-market retailers evaluating their logistics strategies. Companies that can balance operational efficiency with personalized customer experiences—such as delivery time windows, packaging customization, or proactive communication—are more likely to retain customers and reduce churn in competitive categories like pet supplies.

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