Petco.Com: Turning Negative Reviews Into Positive Sales

883 words 4 pages
Customer-Centric Philosophy
Petco has a very strong personnel policy and code of ethics which put animals first. They focus on hiring animal lovers first regardless of their retail experience. Hiring animal lovers first gives the employee a better opportunity to establish a relationship with the customer. Then they have a great employee training program focusing on animal care then on customer relations. Their strategy is one that focuses on both customer and employee engagement. Employee engagement is very important in this process because an employee who has a voice and is treated well is more likely to treat the customer better.
They know that the type of customer they attract has a deep loyalty to their animals. They try to
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I think it is also important to determine why certain customers do not shop at their stores. They have to be able to focus their marketing towards their current customers without alienating other customers and also attempt to draw in new customers.

Company Websites and Customer Reviews
It is difficult to understand why other companies do not use customer reviews on their websites; it is an inexpensive way to gather feedback about not only products but the company itself. This also gives the company the ability to gather more information about their consumers. One reason could be that some companies have a limited supply chain and negative feedback could be more damaging to their sales.
I would argue that there are many benefits to giving consumers the ability to post reviews, this is a very inexpensive way to market their company and products. It gives the company the ability to gather data on their consumers to help determine how to market current and future products. The company would have the ability to pass this information along to their suppliers so that improvements can be made to their products. This would result in better reviews and higher sales. Relationships and loyalty are very important and these are hard to develop with a large company, these types of posts gives the customer a greater sense of importance and involvement with these companies. This can result in the consumer having a feeling that they are not just a customer but also a