Pets Place

Objective

Develop and implement a strategy that helps us compete successfully in a market where foreign online pure players are gaining an increasing share.

Execution

The Foundation

• From brand foundation to strategy: Translating brand positioning into a CRM and loyalty strategy, rooted in the core brand values of “Always Close,” “The Best Advice,” and “Value for Money.”

Business transformation

• Customer journey mapping: A powerful tool for fostering a customer-centric culture within the business. This became the foundation for the implementation roadmap, setting priorities and defining the key principles for digital transformation.
• Customer segment teams: Formation of teams focused on specific customer segments, grouped by distinct and differentiating characteristics.

Digital transformation

• Data and IT infrastructure: Defining the data strategy and the necessary IT infrastructure to bring the loyalty strategy to life, both online through the e-commerce channel and in physical stores.
• Implementation roadmap: Creation of a detailed implementation roadmap with a prioritized go-live schedule based on added business value.
• Product development: Building the CRM and loyalty infrastructure, including the setup of a Customer Data Platform (CDP), integration with the web shop, in-store point-of-sale systems, marketing automation platform, and the development of a custom mobile loyalty app.
• Launch campaign: Designing and executing the launch campaign to introduce the loyalty program to the market.