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.
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:
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.