- Customer Engagement Transformation
- Digital Transformation
As Petco’s fans grew on social networks, more and more customers were beginning to turn to Twitter, Facebook and other online Petco communities for help. Responsible for community building, Petco’s digital marketing team was attempting to aid customers during their downtime. Without a support structure in place, customers waited hours or days to receive a response, if at all. This distraction also hindered the digital marketing team from focusing on content creation and building their community.