Staying Connected

Keeping customers happy is a serious business at Pet Lovers Centre


Imagine if you walk into any Pet Lovers Centre (PLC) stores, you will find knowledgeable pet care consultants and sales associates armed with iPads to give you on-the-spot, accurate and up-to-date product information. And the cherry on top? If it appears that something is out of stock, the staff can instantly place an online order for you to have the item delivered directly to your home.

Pet Lovers Centre is fusing their ecommerce site and brick-and-mortar stores into a simple and personalized shopping experience. With the company's omni-channel initiative, you will find up-to-date and accurate product information at every turn. And that kind of internal communication will keep customers happy, satisfied and returning back to their stores again and again.

The company's Executive Director and CEO David Whye Tye Ng is focused on delivering a happy customer. "As people change their behaviors, marketers, salespeople, and customer support reps will need to react. Instead of thinking of a desktop experience, a mobile experience and a store experience, we'll need to pursue one, holistic approach -- an omni-channel experience that customers can use whenever they need it."

At its core, the multi-channel sales approach provides the customer with an integrated buying experience. You can be shopping online from a desktop or mobile device, or by telephone, or in a store and the experience would be seamless.

Despite a challenging climate in the retail sector, Pet Lovers Centre is bucking the trend, staying ahead of the curve when it first embarked on ecommerce in 2003 and continues to open more stores.

Technology has come a long way over the past decade and dynamic digitization efforts have helped to streamline processes to allow the company to engage directly with customers no matter where they are, what they are doing, or what device they are using.

"It's all about making the customer's life as easy as possible. We need to make sure that each of our shopping channels work instantaneously with one another to provide something truly unique," explains David.

in store

If you step into any shopping mall, chances are you will find a Pet Lovers Centre store inside. With 65 stores located island wide, customers can sample the unique Pet Lovers Centre experience near their homes.

On top of the merchandise variety of pet food and accessories, selected outlets offers a "live" animal range which is helpful with aspiring pet owners who wants to get a first-hand experience in handling small animals. The Pet Safari themed stores, for example offers a fun environment where pet parents and their fur kids can bond over a shopping trip for pet supplies. Each store is armed with pet care consultants who are Veterinary Science graduates; ready to assist with any queries and concerns.

The stores can also serve as a click-and-collect points for orders made on-line. Other specialized services include dog grooming and dog bakeries.

on-line

With over 15,000 products to choose from, Pet Lovers Centre is easily Singapore's largest online pet shop. The mobile-responsive website allows you to place an order anytime and anywhere with its easy-to-navigate tools that provide on-the-go ordering access.

For home delivery, PLC customers have a choice of purchasing via phone, the PLC website and market places such as Lazada and Honest Bee.

Orders made via its on-line shop, ensures that the items ordered get delivered to your doorstep within one day at the earliest depending on stocks availability. Next day and express delivery are available for orders made before 12pm on Tuesdays to Fridays.

Not sure about a certain product? The PLC on-line shop is equipped with a real-time chat feature where a customer service associate is able to assist in queries from product information to deliveries and pet care.

on-the-go

Above and beyond the island wide stores, now you can purchase pet food from a vending machine at any time of the day.

The "Fetch 'N' Go" vending machine at Tiong Bahru Plaza is conveniently located near the mailboxes on the ground floor offering canned pet food and treats for dogs and cats. Popular brands available includes Applaw, Burp, Fish 4 Cats, Little Big Paw, Mac and Vetiq at prices from $1.50 to $10.30.

With a 24-hour convenience, pet owners can be assured that their furry friends will never go hungry. Expansion plans for the vending machine concept are in the pipeline in the next 12 months.

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A new Pet Safari theme store in Vivo City Mall offers a fun shopping experience for both pets and their parents.

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Customers have the experience of getting acquainted with small pets and benefit from in store Pet Care consultants to give professional advice.

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The "Fetch 'N' Go" vending machine offers 24-hour convenience for pet food and treats.

SOURCE
Pet Lovers Centre, www.petloverscentre.com