About The Company
Chewy is a leading U.S. pet retailer serving millions of dog and cat owners, relying on subscriptions and personalized recommendations to drive engagement and loyalty.
The Challenge
Lexi had been a loyal Chewy customer for years, faithfully ordering dog food on a regular subscription schedule. On the surface, she seemed fully engaged and satisfied.
What Chewy didn't know: Lexi had recently adopted a cat, and her growing cat-related purchases—food, toys, and scratching posts—were happening entirely on Amazon.
This blind spot meant Chewy was losing share of her overall pet spend without realizing it, risking revenue and missing the opportunity to engage her as a full pet owner.
The Ario Insight
With Ario's customer-consented purchase data, Chewy was able to see what had been invisible: Lexi was spending heavily on cat food, toys, and scratching posts — all on Amazon.
The data painted a clear picture. Her pet spend was quietly shifting away from Chewy, even as her dog food subscription continued without interruption. Without Ario, Chewy would have seen a loyal customer. With Ario, they saw an at-risk one.
The Opportunity
Armed with this insight, Chewy could act — not with generic promotions, but with personalized campaigns that spoke directly to Lexi's new life as a cat owner. Targeted recommendations for cat food, bundled dog-and-cat subscription offers, and timely nudges based on her actual purchase cadence.
Beyond Lexi, this kind of visibility opens up a broader strategic advantage. By monitoring wallet shifts in real time across their entire customer base, Chewy can detect early signs of churn before they ever show up in their own transaction data — and intervene while there's still time to win that spend back.
Customer Summary
Chewy gained full visibility into Lexi's pet spending — not just what she bought from them, but the purchases happening elsewhere that told the real story. What looked like a stable, loyal customer was actually a growing retention risk.
With Ario, Chewy uncovered hidden revenue opportunities and identified a clear path to recapture lost share of wallet — turning a blind spot into a competitive advantage.