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Case Study: PetSmart personalizes loyalty for 70M+ members with Hightouch

PetSmart Case StudySourced & dated by Case Study Desk
Key facts · TL;DR
Company
PetSmart
Industry
Retail & e-commerce / Pet
Challenge
Self-serve segmentation and syncs at loyalty scale
Headline result
70M+ loyalty members activated with self-serve segmentation

Key results

70M+
Loyalty members
Treats Rewards program
20%
Reduction in audience creation time
15-25%
Incremental sales lift from campaigns
150%
Increase in member activations
vs. previous year

The challenge

PetSmart needed to enable self-serve audience segmentation at scale, automate data syncs from Snowflake and Databricks to Salesforce Marketing Cloud, and measure campaign performance across its 70M+ Treats Rewards loyalty members.

The solution

PetSmart used Hightouch Customer Studio, Reverse ETL, and the Splits feature to build audiences and sync millions of records daily into Salesforce Marketing Cloud.

The results, in context

PetSmart cut audience creation time by 20% and implemented its first use case in under a week. Personalized campaigns delivered a 15-25% incremental sales lift and a 150% increase in member activations compared with the previous year.

Products used

Hightouch Customer StudioHightouch Reverse ETLHightouch Splits