In today’s pet industry, customer experience is all about meeting pet parents wherever they are. Pet Wants, the fast-growing pet health and wellness franchise, is doing just that by combining its signature community-focused service with cutting-edge digital tools like a new mobile app.

“Pet Wants owners are all locally owned and operated businesses, but with support from a national brand,” said Kevin Dugan, vice president of marketing. “Our owners are focused on becoming members of their community. By focusing on pet health in their individual communities, our brand stands out.”

The Power of Local Connection

At the heart of Pet Wants’ customer experience is the relationship between franchise owners and their customers. Whether in-store, online or at a community event, Pet Wants owners position themselves as trusted partners in pet health.

“Customers have a relationship with their store,” Dugan said. “Owners take the time to get to know you and your pet, and provide you with the guidance that you need. It’s really a personal connection that you can’t get everywhere else. Our goal is to make it as easy as possible for pet parents to have a healthy and happy pet.”

That philosophy extends to the Pet Wants’ store design. Fixtures, materials and even playful “chew bars” are intentionally designed to create an interactive, welcoming environment for pets and their people.

Technology That Meets Customers Where They Are

Pet Wants’ in-store and community-driven approach is also now matched by a suite of digital tools designed to make shopping easier and more flexible. This includes an updated e-commerce website and a mobile app launched in June.

“Pet Wants has a robust POS system with built-in e-commerce,” said Josh Burkle, Business Analyst for Pet Wants. “It also includes a mobile and consumer app to make it convenient for customers to place orders. We offer loyalty programs, subscriptions, payment tokenization, and references to what Pet Wants is all about — our nutrition, our products, and what we’re developing next.”

When it comes to subscriptions, customers can choose store pickup for brick-and-mortar locations or take advantage of delivery days for those out in the field. As the business grows, franchisees can expand their delivery areas. 

The app goes a step further by allowing users to create profiles for their pets, tying directly into Pet Wants’ loyalty program. “There are some great benefits to joining the loyalty program — you get a sign-up bonus and earn three cents on the dollar for every purchase, which you can redeem later,” said Burkle. “If you download the mobile app, you can also receive funds instantly and earn double points on Pet Wants products.”

By connecting personal relationships with streamlined technology, Pet Wants has built an omnichannel experience that adapts to every customer’s lifestyle.

“We are really just trying to ensure it is as simple as possible for the customer,” Dugan said. “Ultimately, we want to make sure we can meet their needs as it’s convenient to them.”

The recent app launch also ensures Pet Wants’ digital presence matches the quality of its in-store and event-driven experience. Customers can browse, learn and shop with confidence, while still tapping into the education and guidance that franchise owners are known for.

“We want to help our franchisees succeed, so we’re focusing on speeding up the website with a new design and ensuring the POS is seamless across e-commerce, the consumer app, and in-store operations — all syncing and communicating with each other for inventory, loyalty, and more,” said Burkle. “We also utilize technology in the field through handheld POS systems for our mobile stores. It makes transactions faster and more personal, keeping everything more connected between the owner and the customer.”

Standing Out in the Pet Industry

Dugan noted that while many companies can provide e-commerce platforms and digital convenience, Pet Wants’ differentiator is the people behind the brand. 

“Overall, it’s the online, digital tools we give owners, the flexibility of the in-store experience and the passion of the franchise owner,” he said. “Anyone can provide the first two, but it’s the relationships that owners are building that really makes us stand out.”

With its commitment to innovation, seamless digital integration and a community-first approach, Pet Wants continues to redefine what customer experience means in the pet industry.

To learn more about franchising with Pet Wants, visit: https://1851franchise.com/petwants/info