A survey by NeoTrust Confi, a consultancy specializing in data intelligence for digital retail, points out that the and e-commerce PET moved R$ 5.7 billion in 2024, considering the feed, accessories, hygiene and cleaning segments. For the first time, the industry's online sales surpassed the R$ mark of 5 billion. The growth was 16.3% compared to the previous year, a performance superior to that of physical stores, which advanced 12.6% in the same period.
A research it reflects a trend that has been consolidating in recent years: the digital environment grows at a fast pace and challenges physical retailers to review their strategies.For those who work in traditional pet shops or even small e-commerce, the data acts as a warning.
It takes more than good service and variety of products.Differentiation has become indispensable in a sector that combines care, care and frequent consumption.
With more and more brands vying for attention, pet shop owners need to use creativity and approach their audiences with proposals that make sense for demanding tutors. But what really works when it comes to standing out in the pet market?
Well-defined brand positioning and identity
One of the first steps to differentiate yourself is to understand that the pet shop needs a clear identity. It is not enough to just sell products. The business must communicate with those who want to talk, what its value proposition is and what makes it different from other establishments.
A pet shop that focuses on natural products and healthy eating needs to align its language, visual and service with this positioning. The same goes for stores that prioritize pet fashion, premium services or personalized service.
Having a brand with personality strengthens the connection with the customer and increases the loyalty potential. According to the survey of the Global Consumer Insights Survey 2023, PwC, 70% consumers are more likely to buy from companies that demonstrate values aligned with yours. In the pet sector, where the purchase decision is directly linked to the care of the animal, this becomes even more relevant.
Differentiation begins with how the business is presented, from the name of the store to the decoration of the physical space or layout of the site, everything needs to convey a coherent message.
Product curation and specialized service
Another strategy that generates perceived value is product curation. Instead of trying to sell everything, pet shops can choose to niche their offers, offering specific lines that meet different profiles of tutors. Some seek only super premium feed, while others prioritize interactive toys or items for pets with special needs.
Having a mix of selected and well-presented products conveys the idea of care and knowledge. This is expanded when the service accompanies this proposal. Employees who know the products, know how to guide the needs of animals and demonstrate genuine interest in the well-being of the pet make a difference in the shopping experience.
The consultancy PetBrasil estimates that Brazil already has more than 60 thousand establishments focused on the pet sector, between physical and digital stores. In this competitive scenario, delivering value goes beyond price. Who offers relevant content, human service and tailor-made solutions conquers a more lasting space in the life of the consumer.
Aggregate services as an extension of experience
Pet shops that invest in complementary services tend to stand out for delivering convenience. Bathing and grooming, consultations with veterinarians, home delivery and subscription programs are examples of solutions that extend the customer experience.
When these offers are integrated with clear communication and well-organized processes, they become part of the day-to-day lives of tutors. This increases the average ticket, improves recurrence and creates stronger links with the brand. The service, in this case, is no longer an extra and becomes part of the business value proposition.
The difference can also be in the way these services are offered. Extended hours, personalized service and digital scheduling are examples of details that add points in the customer relationship.
Content and digital connection with the public
Digital presence is not just about having an online store. Content published on social networks, blogs and emails can be the decisive element to create a community around the brand. Animal health tips, seasonal care, curiosities about breeds or even behind the scenes of the day to day of the store generate real engagement.
When this content is authentic and aligned with the brand profile, the store gains its own voice in the digital environment. This helps attract new customers and keep old ones connected. Small businesses that produce videos with their attendants, pet care tutorials or share customer testimonials can create affective bonds that go beyond the business relationship.
According to the eMarketer report, 43% of consumers in Brazil discover new brands through social networks. This data reinforces the importance of being where the public is and talking to them closely.
Experiences that reinforce brand value
In the midst of so many stores, websites and offers, what becomes memorable is the experience. Therefore, thinking about creative actions that involve the customer is one of the most efficient ways to stand out.Thematic events, adoption campaigns, personalized kits and pet friendly spaces are practical examples.
That is where the interactive experiences for stores. The idea is to transform the trip to the pet shop into something beyond the purchase. A tasting of rations, photo sessions with the pets, small workshops or socialization areas create moments that reinforce the brand in the memory of the customer.
More than attracting, differentiation is about maintaining the bond.In the pet market, where the relationship with the product involves affection, care and routine, brands that can touch these dimensions become part of the lives of tutors. And this, in a sector in constant growth, can be the big differential.
