Case Analysis

PetSmart

The value proposition of PetSmart is to provide total lifetime care to every pet, every parent, and every time. Their strategy is to attract and keep the customers who treat their pets as families by becoming the preferred provider for the Total Lifetime Care of pets.

Financial perspective

 Add stores in existing multi-store, new multi-store and new single-store market.

 Reevaluate product offerings and prices in each hard-good category.

 Target promotions for a few key products.

 Launch low -price/high-margin proprietary products in both pet food and hard goods.

Customer perspective

 Provide the right store format to meet needs of customers.

 Continually evaluate store format to ensure they are meeting the need and expectation of customers.

 Tested a store refresh program that builds on the initial reformat and emphasizes highly differentiated training and adoption services.

 Offer superior customer service. Provide the customers with an unparalleled shopping experience every time.

 Educate store associates to identify customer needs and provide appropriate solutions.

 A portion of the annual inventive program for the store management team is linked to customer satisfaction.

Internal Process perspective

 Expand pet services business. Began the roll out of PetsHotel.

 Focus on operating excellence. Provide a consistently superior shopping experience. And simplify the process.

Learning and Growth perspective

 Reposition the PetSmart brand from its reputation as a "Mart" to "Smart".

PETCO

The value proposition of PETCO is to make it easier for customers to be great pet parents. Their strategy is to strengthen their position as a leading specialty retailer by offering a complete assortment of pet-related products and services at fair prices with superior levels of customer service at convenient locations.

Financial perspective

 Has a wide range of pet food for customers to choose.

 Strategic expansion. Open new stores and increase aggregate store square footage by 8%-10% per year.

 Target to drive sales of high-margin pet accessories.

Customer