Pet at Home has appointed Ogilvy One UK as their customer experience agency to lead the transformation of their national CRM and loyalty strategy. Working with the brand’s other agency partners, the role entails engaging customers across the Pets at Home portfolio, which includes retail, veterinary, and grooming services.
The appointment came after a five-way competitive pitch. Ogilvy One won thanks to their celebrated specialism in creatively led customer experience, which has been shown to foster a long-term affinity for brands.
The Pets at Home win comes after Ogilvy One re-emerged with a new suite of global leaders as the company ramps up next-generation customer experience with a unique approach to ‘relationship by design’ for brands. The field provides various services including CRM, loyalty, and continuous commerce in addition to customer acquisition and service design.
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As reported by LBBOnline,
Clare Lawson, CEO, Ogilvy One EMEA said,
“Building meaningful connections with new and existing customers remains a challenge that keeps CEO’s awake at night. Pets at Home has one of those unique privileges as a brand – they are the staple of their category and top of mind when consumers think about pet care. We are delighted to help Pets at Home drive next generation connections with their customers. The marriage of innovative creative thinking with the power of data from the UK’s number one pet retailer will help us create valuable relationships for the brand, for customers, and for pets.”
Maddy Shaw, marketing director, Pets at Home said,
“Ogilvy One consistently blew us away throughout the pitch. Their understanding of our rational and emotional customer needs and where they can take experience – all underpinned by creativity and technology – led to some of the best creative we’ve seen in a long time.”
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