Business Model Innovation

A fractured customer experience across physical and digital channels made it difficult to adequately meet customer needs.

A large pet retail company struggled to meet customer needs and innovate its digital offerings at a pace commensurate with market changes. The company felt the pressure of big e-commerce companies like Amazon and wanted to revitalize its digital and customer strategy. The company realized that its current customer experience was highly fragmented across its offerings, such as big-box retail, e-commerce, grooming services, vet services, and loyalty. The company hired Metis Strategy to understand the major friction points across the customer journey, develop a customer experience strategic plan that encompassed CRM, IT, and e-commerce teams, and build a financial model to bring new products and services to life.

Metis Strategy helped map the customer experience journey across the organization to build a unified vision for enabling a membership- and services-led strategy.

Metis Strategy engaged the CRM, Loyalty, IT, and e-ommerce teams to understand the current customer experience landscape, then created a five-year strategic narrative for a business model pivot. The team:

• Conducted a customer experience journey mapping exercise that brought together the CRM, IT, and e-commerce teams
• Prioritized customer pain points to tackle over the next five years
• Built a business case to shift from traditional retail and e-commerce to a membership- and services-based business model
• Built a five-year financial model to grow revenue by $5B across new products and services
• Led and managed introduction of a Master Data Management capability to help connect customer data across the organization

Building on the strategic roadmap Metis Strategy delivered, the company developed new membership and services programs.

Metis Strategy’s business case was presented to the company’s board to ensure future investments for the organization so it could pivot its business model and become more customer-centric. The client acted on the strategic plan by building a digital membership platform, creating a master data platform to connect customer data across the organization, and adopting a services-led approach that made it easier for customers to consume various services across the organization.