034: How BOPIS and Ship from Store Transformed Pet Supermarket's Business with Director of eCommerce Matt Ezyk

Salesforce Commerce Cloud Innovations

In this episode, we chat with Matt Ezyk, Director of E-commerce at Pet Supermarket. We journey through his remarkable transition from the implementation side to the retail side. Hear Matt recount his experiences, the impactful decision to implement BOPUS and ship from store, and how these choices have influenced the business. Join us as we dissect the intriguing concept of loyalty and personalization in an environment where pets are the primary consumers.

Get the inside scoop on how the company skillfully launched its buy online, pick up in-store (BOPUS) program and the resulting ripple effects on customer outreach and deal offerings. We also delve into Pet Supermarket's ingenious pet profile feature, as Matt highlights the potential of customer data for meaningful segmentation and recommendations. Learn about the complexities of managing multiple pet profiles and the challenges in predicting customer behavior in multi-pet households.

Don't miss out on this comprehensive insight into the world of e-commerce in the pet industry!

Show Highlights:

• The implementation of BOPUS (Buy Online Pick up in-store) and ship from store strategies.

• Conversation on improving customer experience and fulfillment efficiency in the pet industry through innovations like BOPUS and product display pages.

• Deep dive into Pet Supermarket's pet profile feature, and how customer data can be used for segmentation and recommendations.

• How to manage multiple pet profiles and predict customer behavior in multi-pet households for personalized marketing.

• The potential of AI in shaping the future of e-commerce in the pet industry, with a focus on search optimization.

• Pet Supermarket's plans for boosting SEO, site speed, and innovative plans for the future.

• The necessary cultural shifts to transform into an omni-retailer and the impact of online sales becoming store sales.

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Supporting Resources:

• If you need something for your pets checkout: https://www.petsupermarket.com/

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Episode Credits

If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.