Great customer experience in retail is important for pet store owners because it’s what keeps customers coming back for more. Every pet parent needs a place they can trust for their furry friends — but not every type of business makes this connection with their customers.
Pet owners are looking for a special customer experience when it comes to their pets — and they’re willing to pay for it.
In fact, the U.S. pet industry is projected to reach over $150 billion in 2025 and is expected to continue growing. This is driven by increasing pet ownership and spending on premium products and services.
Here’s a detailed breakdown:
If you want your pet store to earn its share of this growth, you need to know how to improve your customer experience for maximum conversions. It’s more than treating your customers correctly — how you manage your customer experience in retail directly drives your sales.
In this blog, we dive into six best practices to enhance the retail customer experience in your pet store, so you can drive sales and build long-lasting customer relationships.
Here are six best practices you can start today to improve customer experience in your pet store.
A well-thought-out layout and design can significantly impact how customers feel when they enter your pet store. Create a welcoming, pet-friendly atmosphere by using warm lighting and cheerful colors. Add playful signage and pet-themed decor to reflect your store’s personality.
Start by rearranging your products for easier navigation. Make sure there’s enough space between aisles for customers and their pets to walk through your store comfortably. It’s helpful to group items by pet type and category, and clearly label pet food, toys, and accessories. You can even designate an area for pet interaction and product testing to engage customers actively.
After product placement, decide on lighting and color scheme. You can organize your store by pet type and assign a color to each to help customers quickly find products for their specific pet. Focus customers’ attention with spotlights on important products. You can add signage and incorporate pet-themed decor into your shop, too.
Ultimately, you want to create a welcoming environment where customers want to shop for their pets.
Related Read: Improve Your Customers’ Shopping Experience: Tips To Create an Effective Pet Store Layout
To cater to diverse pet needs, offer a wide range of products and services. Or, your pet store may choose a strategy to focus on a targeted market segment. If you meet more customers’ needs in your segment, you can broaden your market reach.
Rotate your inventory based on customer preferences and trends. This way, you can showcase featured products with promotions. For example, dedicate a section to discounted organic pet foods to attract health-conscious owners.
It’s important to choose products that appeal to a broad audience or meet the specific needs of your customers. A solid point of sale (POS) system can help you find products that sell quickly in your pet store. This allows you to choose inventory based on customer preferences and your POS data analytics, so you can spotlight high-performing products. Your POS data can identify your best-selling dog food, which you can then feature prominently.
Make sure your pet services are tailored to your customer base. If you decide to carry primarily dog and cat products, your grooming services should meet the needs of dog and cat parents. And if your pet store sells live animals, make sure your pet area and enclosures are sufficiently maintained.
Knowledgeable and passionate staff elevates the retail customer experience significantly. Be sure to properly train your pet store staff before they interact with customers.
Provide ongoing training in:
You don’t want to sound naive while dealing with clients —it can have a lasting impact on the customer experience in retail. Hire knowledgeable (and continue to train) passionate staff members that communicate and guide customers well.
Once you have a well-trained staff, encourage them to engage with customers and offer personalized recommendations. The better your sales team assesses and meets customers’ needs, the higher your customer satisfaction is.
As a pet store owner, you need to stand out from the competition as much as possible. Differentiate your store by offering unique in-store experiences. Host workshops on pet care, nutrition, and wellness, and set up events to establish your store as a community resource.
In addition to hosting workshops, try to organize pet adoption events in partnership with local shelters to extend your reach into the pet community. You can continue to create great customer experience in retail by offering grooming and pet spa services, too.
If your store is big enough, you can offer pet boarding and daycare services for your customers’ pets. Initiatives like these make your store a go-to destination for all pet lovers. Because of your in-store experiences and events, customers see you as a trusted partner for pet care, adoption, and products.
Related Read: 7 Marketing Ideas for Pet Stores
To stay competitive in today’s retail space, you have to be online. Develop a user-friendly, informative website to enhance the customer experience beyond your physical store.
Set up an e-commerce platform to add another stream of revenue. If you have an online store, your customers shop with you no matter where they are. Having a website that is friendly to users and full of information is more important than you think. With a solid website, online shoppers have a better retail customer experience.
In addition to having an e-commerce platform, it’s important to use social media to engage with customers, share store updates, and promote events. Highlight customer stories and pet testimonials to build trust and brand reputation.
Pro tip: If you feel like you can get more from your website or POS provider, explore new options. Don’t hesitate to research and compare different providers to find one that’s specifically designed for pet stores and better aligns with your business needs and goals.
Related Read: How To Create a Successful Pet Store E-Commerce Website
Understanding your customers’ needs is crucial for continuous improvement. Keep a pulse on what your customers are looking for by collecting and analyzing their feedback.
Encourage feedback through reviews and surveys, and monitor social media and online platforms for customer insights. Regular staff meetings to discuss feedback can help identify improvement areas and keep your business relevant.
Remember: The customer is always right, especially when it comes to the pet business. Each of your pet parent customers knows their animal best. When you provide feedback channels and listen, you serve your customers best.
Around 90–95% of consumers read online reviews before making a purchase, indicating that online reviews significantly influence buying decisions. Modern POS systems can help you collect customer reviews by including requests for reviews in digital receipts and in your text and email marketing.
It may seem like a lot, but don’t get overwhelmed. Focus on one improvement you can make today or this week. Small changes make a big difference — and every step you make takes time to get noticed by the customers. So, be patient.
Running a successful pet store requires a focus on the customer experience. By implementing these best practices, you can create a loyal customer base, increase sales, and establish your store as a trusted resource in the community.
eTailPet is an all-in-one, industry-specific POS solution designed to improve the customer experience and make running your pet store easier. Our system includes in-depth customer profiles that allow store owners to record detailed notes about customers and their pets, ensuring personalized service tailored to individual needs.
Also, the special request system allows you to order out-of-stock items specifically catered to customer requests, which enhances customer satisfaction by making sure their pets’ needs are always met.
Schedule a demo today to see these powerful tools in action!