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Tuesday 15 October 2019

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Payments Awards 2019

Pets at Home launches £1m store transformation

Written by Peter Walker
07/05/19

Pets at Home has launched a new Store of the Future concept in its Stockport and Chesterfield outposts.

The £1 million makeover includes revamped veterinary practices, ‘groom rooms’ and ‘pet village’ for pet care, along with its first cat adoption lounge in partnership with the RSPCA.

Events are also due to take place at the new stores, where customers can learn about dog grooming during a live demonstration, while interactive child-friendly events and birthday parties will also be catered for.

Group chief executive Peter Pritchard commented: “The industry is constantly evolving, and many retailers are only targeting resources towards online platforms.

“We believe that this competitive landscape requires a combined online/offline offer to ensure the ultimate in convenience and personal service for our customers.”

Earlier this year, Pets at Home deployed the Upland’s Rant & Rave platform to increase the efficiency of its contact centre and improve overall customer experience, and appointed William Hewish to the newly created role of chief information officer, as part of a move to a more digitally-led model of business.

A trading update last August revealed a 6.9 per cent uplift in revenues, driven by 47.3 per cent omnichannel growth, with the statement noting its overall price gap to online retailers being halved over the past 18 months.


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