Business Model Innovation

Pet Retailer
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Situation
A fractured customer experience across physical and digital channels made it difficult to adequately meet customer needs
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Approach
Metis Strategy helped map the customer experience journey across the organization to build a unified vision for enabling a membership- and services-led strategy
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Outcome
Building on the strategic roadmap Metis Strategy delivered, the company developed new membership and services programs

Situation

A large pet retail company struggled to meet customer needs and innovate its digital offerings at a pace commensurate with market changes. The company felt the pressure of big e-commerce companies like Amazon and wanted to revitalize its digital and customer strategy. The company realized that its current customer experience was highly fragmented across its offerings, such as big-box retail, e-commerce, grooming services, vet services, and loyalty. The company hired Metis Strategy to understand the major friction points across the customer journey, develop a customer experience strategic plan that encompassed CRM, IT, and e-commerce teams, and build a financial model to bring new products and services to life.

Approach

Metis Strategy engaged the CRM, Loyalty, IT, and e-ommerce teams to understand the current customer experience landscape, then created a five-year strategic narrative for a business model pivot. The team:

  • Conducted a customer experience journey mapping exercise that brought together the CRM, IT, and e-commerce teams
  • Prioritized customer pain points to tackle over the next five years
  • Built a business case to shift from traditional retail and e-commerce to a membership- and services-based business model
  • Built a five-year financial model to grow revenue by $5B across new products and services
  • Led and managed introduction of a Master Data Management capability to help connect customer data across the organization
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Outcome

Metis Strategy’s business case was presented to the company’s board to ensure future investments for the organization so it could pivot its business model and become more customer-centric. The client acted on the strategic plan by building a digital membership platform, creating a master data platform to connect customer data across the organization, and adopting a services-led approach that made it easier for customers to consume various services across the organization.