Pets at Home
Transforming the retail brand experience in three months, changing perception at scale.
The challenge: consistency, cost-efficiency and speed
With an ambition to become the UK’s most trusted and loved pet care destination, Pets at Home needed a partner with breadth as well as depth. They wanted to evolve their brand ecosystem and needed to deliver it consistently across every touchpoint. Crucially, it had to happen fast and at scale.
The solution: a fully connected journey, powered by customer insight
The success of the new brand ecosystem was centered on clear, coherent communication wherever customers engaged with Pets at Home. Every interaction would reinforce the brand’s values and reasons to believe.
We unlocked a fully connected set of capabilities, delivered as one joined-up team. From strategic development through to cost-effective asset creation and deployment, our work was grounded in a deep understanding of the Pets at Home brand, its customers and commercial objectives.
We created insight-led campaigns, new in-store customer experiences, and the evolution of the online retail journey to align with the new brand vision. We also helped shape a future-facing content strategy designed for consistency, speed and scale.
The results: fast delivery, seamless experience, strong commercial impact
A new in-store customer experience was delivered in just three months, from concept to rollout. Customer perceptions shifted dramatically with the number of respondents describing Pets at Home as “a complete pet care centre” rising from 6% to 75%, while 80% said the ease of shopping felt “a lot better”.
The bottom line: faster transformation, stronger perception, tangible growth
By partnering with us, Pets at Home turned their brand ambition into real-world experience. Our fully connected approach gave them rapid rollout, consistent execution, and a clearer, more compelling customer proposition at each touchpoint. The result was a step-change in brand perception, improved ease of shopping, and measurable commercial impact, delivered in a matter of months.
Pets at HomeCustomer perceptions shifted dramatically with the number of respondents describing Pets at Home as “a complete pet care centre” rising from 6% to 75%.
