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PetSmart Service. PetSmart is succeeding by adding “customer service in a world where customer service didn’t exist,” says ceo Bob Moran. “We have tried to make every single PetSmart store a local store … This becomes sort of a Starbucks; it ends up being a great meeting place,” says Bob.
Under Bob’s leadership, PetSmart has broadened its offering beyond just “pet supply, into pet services such as its Doggie Day Camps and its hotels for pets, an upgrade from traditional kennels.” It also now targets “niche market segments, such as gay pet owners and second-generation Hispanic customers.” read >>
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