4. Sam’s Club Provides 24/7 Customer Service for their Members

Pain Point: Pet owners struggle to receive professional help after normal business hours.

The average cost for pet emergencies is between $800 and $1,500. source
Serious pet emergencies that occur after business hours can be inconvenient. source
1 in 3 Americans will have an unexpected pet emergency every year. source

Insights: How Might We help address pet concerns after business hours?

AirVet is a platform that gives its users access to 24/7 help from experts at an affordable price. source
Similar platforms: Fuzzy Pet Health, AskVet, Pet Coach, WhiskerDocs

Solution: Sam’s Club Adds a Chatbox where Pet Owners can Connect with Professionals.
Sam’s Club could provide members with a 24/7 customer service chat for pet owners in case of any emergencies. This service could also tie in with the two previous ideas (Ideas 1 and 2). For example, it could become an extra part of the Sam’s Club Pet App to further educate pet owners and could also be an extra benefit we may receive from partnering with companies who already provide this service.

Who, What, Wow:

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Providing 24/7 customer service for pet concerns could help 1 in 3 Sam’s Club pet owners each year. source

Its midnight and your dog is not happy.

You use the pet app to figure out what was wrong.

You discover the problem and your dog is happy.

Results:

We decided to include this feature in the Sam’s Club Pet app before we presented it to Jonathan. We didn’t receive too much feedback on this specific component so I performed the 6 thinking Hats exercise.

Quick Overview

Yellow Hat: Addressing a member’s concerns could increase customer loyalty and increase the member’s reliability of Sam’s Club.

Black Hat: This idea is not innovative enough.

Green Hat: Could be added to the Sam’s Club pet app.