Loyalty TV features
interviews with loyalty
professionals from the
world's leading brands,
and is produced by
Let's Talk Loyalty.

10 February, 2026

PetSmart Treats Rewards: Behavior, Belonging & Benefits

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

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Loyalty TV features
interviews with loyalty
professionals from the
world's leading brands,
and is produced by
Let's Talk Loyalty.

Learn more about Capillary's
Managed SaaS Loyalty Platform