Client: Pets at Home
This CRM drives c£34m in incremental revenue and increased retention by 10.4% YoY. Through the VIP Club members give £2m to local pet charities of their choice, 2% of Group profits, putting “pets before profit”. Last year membership grew by 7.5m to 8.6m members with 24.3m pets. The uniqueness is the level of personalisation and attention to detail in this: the Rewards Mailer goes out to 2.4m customers 6 times year, in each execution there are over 158m possible permutations!