The pet category is the second-most emotional in the eyes of consumers, behind only children. So as the CMO of PetSmart, Will Smith has a daily challenge to elevate his brand while connecting with the hearts and minds of customers. On this episode of Marketing Trends, Smith explains how he does this, including through strategies of expanding services both in-store and online and building more trust with consumers

Tune in to learn:

• Where did Will’s journey to marketing start? (4:35)
• The education you get at P&G (6:30)
• How working at PetSmart is different than other marketing roles (8:20)
• How PetSmart successfully handled the shifts and pivots of the last few years (12:30)
• The importance of leadership and mentoring (18:00)
• The challenges of branding in 2023 (25:05)
• Where ecommerce comes into play in the pet products world (32:30)
• How to elevate the retail store experience (38:00)
• Understanding customer obsession (40:00)
• Ensuring a good culture (44:30)

Mentions:

• BECA

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