When you can order your pet food online, why get in the car and go to the store? For PetSmart, a $9 billion retail business with over 1,650 stores, the answer lies in its services business, which offers grooming, day-care, training, and veterinary care.
“There really isn’t a way to digitally groom your pet,” says Mike Goodwin, who has been CIO of PetSmart since 2014. “We see our services business as a competitive advantage, because it gives the pet parent a reason to come into our stores.”
To ensure that pet parents have the best in-store experience, and do some shopping while they’re there, PetSmart is leveraging a strategy rooted in a suite of new digital technologies. “It all starts with convenience,” says Goodwin. “We are making it incredibly easy for the pet parent to read salon grooming ratings and reviews and then book a salon appointment with their favorite groomer. Their check-in process is very efficient, and when the appointment is complete, they receive a mobile notification and can pay right on the app. All they have to do is pick up their nice, clean-smelling pet and walk out the door.”
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Source: News