Petco, the specialty pet retailer, has seen its market position increasingly challenged by discount general merchandise stores, such as Wal-Mart, and large grocery chains that have expanded their product lines of pet food and other pet-related merchandise.
Like other traditional retailers, Petco saw its in-store staff as the major resource in attempting to improve the customer experience and enhance customer loyalty to the Petco brand, according to Alison Lazenby, senior solutions consultant at Root Learning, Inc., Sylvania....