I might be wrong, but I haven’t seen any industry do CX better than this
And no, it’s not tourism, the industry where I worked for so many years. Tourism is emotional by nature, yet too often forgets the human behind the booking.
The pet industry, instead, designs CX around timing, emotion, and trust.
Pet brands are quietly setting the gold standard for customer experience and other industries should be paying attention.
Some Pet Industry gems of top-notch Customer Experience
→ Remembers birthdays (pets included)
→ Acknowledges grief and life events
→ Uses data to reduce stress, not upsell noise
→ Treats the “customer” as a family member
A few examples worth stealing (ethically):
Musti ja Mirri 🇫🇮
Uses customer data to remember your pet’s birthday and lets you choose the gift (toy, treats, or food) within 4 weeks of your pet’s birthday 😍
→ Personalisation + autonomy = Trust.
Chewy 🇺🇸
Handwritten condolence cards and surprise flowers when a pet passes away.
→ CX that understands grief, not just churn.
BARK 🇺🇸
Tailored boxes to dog size, chewing style, allergies or, birthday themes.
→ Treating pets as individuals, not segments.
The common thread?
🧡 Emotional intelligence
🧡 Thoughtful use of data
🧡 Reducing stress instead of adding noise
The best CX today doesn’t feel “innovative”. It feels HUMAN.
👇 But I want to know, what brand’s CX impressed you lately, pet industry or not?
Original LinkedIn post: https://www.linkedin.com/posts/angels-bosch
