Kognitiv x Leading Pet Retailer

May 30, 2023

5 mins

About the Brand

Our client is the largest specialty pet retailer in North America, offering a wide range of pet products and services. The company operates over 1,600 stores across the United States, Canada, and Puerto Rico, providing pet owners with everything from food and toys to grooming and training services.

Pet Retailer

North America

1,600 Stores

The Challenge

The pet industry is a highly competitive market, with an engaged audience where a strong loyalty program can greatly affect customer behavior. As a leading pet goods provider, our client was looking to create a highly engaged program with a loyal customer base. They were looking for a robust technology provider who could sustain a rapid scale and provide flexibility and agility for the fast-growing and evolving program.

The Solution

Strategic 90-day Transformation

Kognitiv employed a strategic approach to launch the brand’s loyalty program embracing limited resources and time constraints. This involved seamlessly aligning the platform integration vision with the solution design and configuring tech integrations with precision. Our Loyalty Solutions team demonstrated efficiency by delivering a swift pilot and roll-out plan, completing the entire process in an uncontested 90 days from contract signature to launch.

Scaling Success - 10M in 60 Days

Kognitiv initiated the transformation of the client’s loyalty program from the ground up, beginning by establishing data foundations. In a strategic move, we conducted a soft launch at a single store, utilizing just one register in mid-July. Remarkably, within the short span of 60 days from the soft launch, the program experienced an extraordinary surge growing from zero to an impressive 10 million members.

Interesting fact: The program has been growing at 40% rate for the last four years

Personalized Loyalty, Enhanced Profitability

Kognitiv performed advanced data analysis and customer segmentation to enhance the pet retailer’s loyalty program, identifying 9-12 distinct consumer segments. This segmentation became the foundation for highly personalized communication, considering individual preferences, shopping habits, and the types of animals owned by consumers. Additionally, we performed a comprehensive lifecycle analysis and provided recommendations to improve the brand’s communication strategies for a more cohesive and engaging customer experience. The implementation of targeted offers based on behavioral insights not only elevated consumer engagement but also significantly increased overall profitability

About Kognitiv

Kognitiv is redefining loyalty with its AI-native outcome-based technology. Our award-winning loyalty software and a suite of cross-channel intelligence and personalization products enable brands to deliver hyper-personalized experiences, predict and optimize customer engagement in real time, and achieve measurable results.

It’s time to move beyond transactions and earn customers’ lifetime loyalty. Discover how reimagining your loyalty strategy and customer engagement with AI can foster deeper connections and drive long-term success. Get your personalized demo today or talk to one of our loyalty strategy consultants.

Kognitiv x Leading Pet Retailer

Take your loyalty program to the next level with Kognitiv.