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Chewy.com, the beloved pet supply brand, turned to The Grooms Agency to enhance customer loyalty and increase LTV by implementing a real-time data strategy. The result: deeply personalized experiences and smarter campaign automation across every touchpoint.
Personalization, Journey Analytics, CDP Implementation
U.S. (E-commerce / Pet Retail)
Segment, Iterable, Google BigQuery
92%
Improvement in customer reactivation rate
3x
Increase in repeat purchase behavior
1.5M
Automated lifecycle journeys delivered per month
As Chewy scaled, it struggled to stitch together fragmented behavioral and transactional data, limiting its ability to deliver timely, personalized experiences to pet parents across lifecycle stages.
We developed a real-time personalization engine that leveraged customer events to power journey-based campaigns and drive retention.
Unified Customer Data Platform
We implemented Segment as a foundational CDP, unifying browsing, purchase, and support data across Chewy’s digital ecosystem—enabling a 360° customer view.
Behavioral Triggers in Real Time
Using Iterable, we launched a library of real-time automations including replenishment reminders, birthday messages, post-purchase support tips, and lapsed-customer winback flows.
Insight-Driven Optimization
All journey performance was fed into BigQuery for analysis, allowing Chewy’s team to continuously optimize experiences based on engagement and conversion data.
Chewy now delivers joyful, hyper-relevant experiences to its growing customer base—deepening loyalty and driving retention with every click, cart, and cuddle.
Let’s build loyalty that lasts. Talk to us about personalization done right.