The pet-parent journey doesn't live in one system.
As one of North America's largest pet-care ecosystems, PetSmart serves pet parents across ecommerce, stores, Treats Rewards, grooming, training, veterinary, pharmacy, boarding, and emerging retail-media initiatives.
Today those experiences are viewed through separate systems. Traditional web analytics can describe a single online session — but it can't connect digital research to a store visit, a grooming booking, or an Autoship subscription. Customer Journey Analytics stitches them into one continuous journey tied to lifetime value.
Signals viewed in isolation today
Digital research
Reviews, inventory checks
Loyalty engagement
Treats activity
Store visit
In-store purchase
Grooming / vet
Service adoption
Replenishment
Repeat buying
Autoship
Recurring revenue
This journey connects digital research to lifetime value — showing why unified customer journey analytics is materially more valuable than traditional web analytics for PetSmart.
Four ways CJA pays off for PetSmart.
Each theme connects digital, loyalty, and in-store behavior into a single view of the pet parent — and turns that view into decisions.
Analyze cross-channel touchpoints
- Online-to-offline journey analysis
- Abandoned cart & true-abandonment detection
- BOPIS basket expansion
- Call deflection & support triggers
- Segment discovery & activation
Optimize experiences across devices
- Cross-device path-to-purchase
- Mobile app interactions & impact
- App flow & friction-point optimization
- App vs. web-only spend comparison
Measure marketing performance
- Cross-channel attribution to total value
- Outbound journey & campaign analysis
- Content, offer & placement performance
- Product, category & profitability insight
- Holistic advertising / ROAS analysis
Generate RMN & vendor dashboards
- Onsite advertising performance
- Vendor / sponsored-placement analysis
- Self-service reporting for vendors
- Offsite & paid-media analysis
Sequenced for value — fewest integrations first.
Each phase adds data and unlocks new questions. Leading with Phases 1–2 requires the fewest new integrations, delivers the fastest measurable value, and builds the identity foundation the omnichannel phases depend on.
Phase 1 — Digital commerce optimization
Time to value: FastImprove digital conversion, marketing performance, and acquisition efficiency — the fastest path to measurable revenue.
Data sources added
- Website clickstream
- Mobile app analytics
- Ecommerce transactions
- Email · SMS · push
- Product catalog & search
Key questions
- Which channels drive the highest-converting visitors?
- Where are customers abandoning checkout?
- Which products are viewed but not purchased?
- Which journeys lead to Autoship enrollment?
Illustrative value
Phase 2 — Loyalty & customer intelligence
Time to value: ModerateIncrease retention, repeat purchases, Treats engagement, and lifetime value — while establishing the identity foundation for everything downstream.
Data sources added
- Treats Rewards data
- CRM / customer profiles
- Identity stitching across channels
- (All Phase 1 sources)
Key questions
- Which journeys create the highest-value Treats members?
- What behaviors predict Member → Bestie → VIPP?
- Which first purchases generate the highest LTV?
- How does Autoship impact retention and spend?
Illustrative value
Phase 3 — Omnichannel retail analytics
Time to value: Moderate–highConnect digital engagement to store revenue and fulfillment outcomes — quantifying how much in-store business digital actually influences.
Data sources added
- POS & store transactions
- BOPIS transactions
- Store inventory
- Loyalty-linked store sales
Key questions
- How much in-store revenue is influenced by digital?
- What additional purchases occur during pickup?
- Which stores generate the highest attach rates?
- Which omnichannel customers generate the highest LTV?
Illustrative value
Phase 4 — Services & lifecycle growth
Time to value: HighIncrease adoption of grooming, training, veterinary, boarding, and pharmacy — the higher-margin services that deepen loyalty.
Data sources added
- Grooming & training
- Veterinary & pharmacy
- Contact center
- Appointment systems
Key questions
- Which digital experiences lead to grooming bookings?
- Which retail customers are most likely to adopt services?
- Which product purchases predict service adoption?
- How can support contacts be reduced?
Illustrative value
Phase 5 — Retail Media Network (RMN)
Time to value: StrategicCreate a scalable advertising and supplier-insights platform — turning unified journey data into a new, high-margin revenue stream.
Data sources added
- Retail media ad server
- Sponsored product data
- Vendor campaign data
- Paid media platforms
Key questions
- Which supplier placements drive sales?
- Which vendors generate the highest return?
- Which campaigns drive store and digital revenue?
- Which audiences are most valuable to suppliers?
Illustrative value
Small percentage gains, large absolute value.
At PetSmart's scale, modest improvements across the pet-parent lifecycle compound into meaningful revenue, efficiency, and lifetime-value gains.
Disclaimer: ROI estimates and projections are modeled using industry averages and benchmarks. Actual results may vary based on PetSmart's implementation, data maturity, and business conditions.
How value compounds across the phases.
| Phase | Primary outcome | Value type |
|---|---|---|
| Phase 1 | Digital conversion & marketing ROI | Revenue growth |
| Phase 2 | Loyalty & customer lifetime value | Revenue growth |
| Phase 3 | Digital-to-store revenue visibility | Revenue + attribution |
| Phase 4 | Services growth & contact-center efficiency | Revenue + cost reduction |
| Phase 5 | Retail media monetization | New revenue stream |
Why this matters for PetSmart
The result isn't just better reporting — it's a decisioning framework to optimize every stage of the pet-parent lifecycle, from acquisition through loyalty, services, and replenishment.
A platform that evolves with PetSmart.
As PetSmart evaluates next-generation analytics beyond Google Analytics 4, Adobe continues to invest across identity, omnichannel journey analysis, merchandising, Databricks integration, governance, and AI-powered analytics.
Identity & data trust
AI & productivity
Retail & governance
Roadmap disclosures are informational only, are not a guarantee of future functionality, and are subject to change. Certain capabilities may require a higher CJA edition than currently licensed — consult your Adobe representative for availability.