Petco Looks to SAP Emarsys to Keep Pet Owners Engaged Longer

Petco defined the category for retail focused on the health and wellness of our pets when it was founded in 1965. Since then, the retail environment has picked up the pace and the pet care giant recognized customer loyalty would be crucial for continued growth.  

Two-thirds (66%) of consumers now make purchases on mobile devices, but just because consumers are shopping online doesn’t mean they are easy to reach. Petco’s customer base spans pet lovers with diverse needs including first time puppy owners, fish aficionados and reptile lovers. With the breadth of customer needs that comes from servicing such a wide customer pool, Petco needed more than just a one-size-fits-all marketing experience. 

The legacy pet care brand turned to SAP Emarsys to develop a solution that could offer Petco Mexico customers personalized offers and recommendations to reflect customer preferences, shopping history and even real-time behaviors.   

SAP Emarsys solutions enable Petco to create personalized marketing campaigns that meet high customer expectations and speak directly to their unique needs. By integrating advanced AI capabilities, Petco can send tailored product recommendations and promotional offers that align with each customer’s pet lifecycle, shopping behavior, and preferences. 

With SAP Emarsys Customer Engagement in place, a customer who frequently purchases dog food may receive a reminder to restock before running out, accompanied by a discount code for their favorite brand. Another customer shopping for grooming products might receive offers for complimentary services or exclusive product bundles. Petco and SAP Emarsys created 40+ automations to streamline manual tasks and develop these targeted campaigns to increase engagement. This level of personalized communication builds trust and keeps Petco top-of-mind for its customers, ultimately fostering deeper brand loyalty.

Petco needed a platform that could manage a high volume of dynamic customers by connecting online and in-person data to develop highly personalized customer experiences. The company had previously relied on a marketing and email automation platform that did not offer customers unique experiences or provide scalability for the growing business. This led to an under-utilization of the company’s email program and low engagement, despite a high email open rate from customers.

The small but mighty marketing team at Petco Mexico leaned on SAP Emarsys as a strategic adviser to build a platform that could personalize, scale and offer better experience for Petco customers. Recent research from SAP Emarsys found 43% of Gen Z and 41% of Millennials have 

Petco needed a platform that could manage a high volume of dynamic customers by connecting online and in-person data to develop highly personalized customer experiences. The company had previously relied on a marketing and email automation platform that did not offer customers unique experiences or provide scalability for the growing business. This led to an under-utilization of the company’s email program and low engagement, despite a high email open rate from customers.

The small but mighty marketing team at Petco Mexico leaned on SAP Emarsys as a strategic adviser to build a platform that could personalize, scale and offer better experience for Petco customers. Recent research from SAP Emarsys found 43% of Gen Z and 41% of Millennials have abandoned a brand they were once loyal to because they grew ‘bored’ of them. With this trend in mind, unique customer touchpoints are increasingly important for Petco’s customer loyalty strategy.

SAP Emarsys’s robust customer engagement platform allow Petco to capture and process vast amounts of customer data from multiple channels, enabling a 360-degree view of each customer. This detailed understanding allows Petco to offer hyper-relevant marketing messages that resonate with individual customers, keeping them coming back.

abandoned a brand they were once loyal to because they grew ‘bored’ of them. With this trend in mind, unique customer touchpoints are increasingly important for Petco’s customer loyalty strategy. 

SAP Emarsys’s robust customer engagement platform allow Petco to capture and process vast amounts of customer data from multiple channels, enabling a 360-degree view of each customer. This detailed understanding allows Petco to offer hyper-relevant marketing messages that resonate with individual customers, keeping them coming back.  

With the adoption of SAP Emarsys’s best-in-class omnichannel customer engagement platform, Petco saw a 20% increase in revenue from active customers within 90 days when compared to the same period in the previous year. Automations built with SAP Emarsys also led to more personalization opportunities. Petco saw a 15% increase in the number of customers won back with targeted win-back campaigns and mobile app engagement strategies.

Petco’s partnership with SAP Emarsys serves as a prime example of how retailers can leverage advanced and emerging technology to meet the ever-changing demands of today’s consumers. By combining scalable ecommerce solutions with highly personalized marketing, Petco has not only enhanced customer loyalty but also set the stage for long-term growth in a competitive market.