Millennials and Gen Z are adopting pets.
What can PetSmart do to gain their trust?

Situation: PetSmart faces the challenge of distinguishing itself in a changing sales environment. The company faces increased competition and a transition to online shopping.

Insight 1:

Millennials and Gen Z are redefining pet ownership by treating their pets as “fur babies,” investing in premium products and services with the same devotion they’d give to children, and delaying traditional milestones like marriage and family.

Insight 2:

Facing heightened anxiety and loneliness, Millennials and Gen Z increasingly rely on pets as primary sources of emotional support. The pandemic has intensified their desire for meaningful connections, making pet ownership a source of comfort while also amplifying the need for social experiences.

Solution: Transform PetSmart into a social hub for pet owners to tap into the growing trend of pet parenting and loneliness among younger generations. Creating spaces for pet play and owner mingling can strengthen engagement and brand loyalty, positioning PetSmart as a true community cornerstone for pet lovers.

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