The pet retail industry is one of the fastest growing industries today - with more millennials putting off starting a family, a (semi) less demanding cat or dog becomes their 'child' and they looove their children. Last year, consumers spent over $60 billion dollars on their pets' comfort and well-being - shattering previous records and retailers are scrambling to take a piece of that $60 billion pie.
Retailers are adopting new technology and gadgets to make shopping easier for consumers - but recent GPShopper research found that many are missing the mark and there's a gap between what consumers want and what retailers are offering in tech. So how can pet retailers use tech to best serve their customers? We've taken the findings from our study to outline a few tips below.
1. Virtual Assistants
Like any consumer, those that have pets, are busy. When it comes to any reoccurring need, sometimes they just want to get in and get out; purchasing their items with as little friction as possible. This is where virtual assistants (VA) can come in handy. When surveying consumers that use VA, 47% want to be alerted for deals on products they buy frequently and 43% want to be notified when they're out of something at home - which is perfect when it comes to refilling Fido's dog food bowl!
If you want to stand out - add a personal touch. If you know the pet's birthday, send a birthday message and send a thank you note on their adoption anniversary. If you learn that a customer had to cancel their order because of the passing of a pet, send flowers or a nice note to offer condolences. These simple but important gestures are not only meaningful, but make VS feel less robotic, connecting the VS service with your brand and instilling loyalty.