This episode is available in audio format on the Let’s Talk Loyalty podcast and in video format on www.Loyalty.TV.

This episode examines how PetSmart uses behavioral science, data, and shared passion to create a loyalty program that feels personal and purposeful. Our guest today is Emily Feldman, Senior Director of Loyalty and Membership Experience at PetSmart.

From rewarding engagement over transactions to moving beyond one-size-fits-all loyalty, the conversation highlights tiered rewards, emotional connection, and the role of associates as loyalty advocates—showing how PetSmart builds long-term relationships with pet parents across every touchpoint.

Hosted by Bridget Blaise-Shamai

Show Notes:

1)Emily Feldman

2) PetSmart

3) Treats Rewards

4) Freakonomics