Like it or not, pet owners seen by veterinary teams two or three times per year may visit a pet retailer a dozen or more times per year. Petco is tapping into the inherent emotion of the pet sector to create a sense of shared experience and loyalty in its customers, shares Nicole Silberstein. She shares a look at Petco’s strategies, partner alignments, services roster and training of its associates.
Source: Retail Touchpoints, February 6, 2024. Link.
We’re trying to pull that entire 360-degree health and wellness ecosystem together and differentiate ourselves through the customer experience.” – Justin Tichy, COO, EVP
INSIGHTS: We noted Tichy’s quotes about becoming a health and wellness retailer. “That’s the beauty of our services model — it’s pulling that customer in; these <associates> become trusted advisers for taking care of your furry pet child,” and “Our differentiation point always starts with our employees on the floor.”