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Best In Class 5: Pets at Home 2012
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Best In Class 5: Pets at Home 2012

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Transcript

  • 1. Wavelength Connect
  • 2. Welcome Ryan CheynePeople Director
  • 3. Ian Kellett CFO
  • 4. The Pets at Home Story.....
  • 5. Pets at Home History• UK’s leading specialist retailer of pet food, pet-related Revenue by product segment products, accessories, small mammals, fish and reptiles 3%• Veterinary and grooming services also offered 49% 48% Fo o d A ccesso ries P ets
  • 6. Why is the Business so special• Market leading specialist in the growing UK pet products market• Highly trained in-store colleagues offering friendly expertise and outstanding customer service• Continuous and innovative development of customer offer and products• Well-invested business, with efficient infrastructure to support proven high growth strategy and store opening programme
  • 7. Ryan CheynePeople Director
  • 8. PETS
  • 9. PETS FUN
  • 10. TEAMPETS FUN
  • 11. Buyer Customer Team Asia WarehouseStore Team Lorry Marketing merchandise POS d in store
  • 12. TEAMPETS PRIDE FUN
  • 13. TEAMPETS PRIDE BETTER FUN
  • 14. TEAMPETS PRIDE BETTER DO FUN
  • 15. VVV
  • 16. TEAMPETS PRIDE BETTER DO FUN
  • 17. Awards
  • 18. TV
  • 19. Sally HopsonCustomer & People Director
  • 20. Colleague turnover (2004 at its highest)90%80% 78%70% 62%60% 55%50% 46% 40%40%30% 27% 19% 17%20%10%0% 2004 2005 2006 2007 2008 2009 2010 2011 Colleague Turnover
  • 21. Colleague engagement (2007 first time measured)100% 89% 90% 90%80% 73% 66%60%40%20% 0% 2007 2008 2009 2010 2011 Colleague Engagement
  • 22. Our Journey100% 90% 80% 70% 60% Colleague 50% Engagement 40% Colleague 30% Turnover 20% 10% 0%
  • 23. People and Service:Unmatchable advantage
  • 24. Sunday TimesNo.2best placeto work
  • 25. Net Promoter Score “How likely is it that you would recommend this store to your friends, family & colleagues?”Highly Not AtLikely Promoters Passives Detractors All Likely 10 9 8 7 6 5 4 3 2 1 0 PROMOTERS SUBTRACT DETRACTORS = NET PROMOTER SCORE
  • 26. Fish 4 Opinion
  • 27. As We’re All Ears score increases,NPS increases as well
  • 28. High Knowledge = Higher Spend
  • 29. Colleague Friendliness = Higher Spend