Musti ja Mirri, which is part of Musti Group and a Finnish brand, is the leading pet care retailer in the Nordics, with an omnichannel model (stores + strong e-commerce). It continues to grow at double-digit revenue rates while expanding across Europe.

I passed by a Musti store the other day and almost forgot that this is my cat’s Jazz birthday month. He turned 9. I needed to buy something, and once at the cashier, I was asked for my membership/phone number.

The assistant checked the system and immediately smiled.

– Oh, it’s Jazz’s birthday!

So she brought a birthday box and told me I could choose one gift, either a toy or a pack of treats.

It’s not my birthday, but somehow it felt like it was, as I was standing there trying to decide like a child on Christmas morning.

Small moments like this are what a great customer experience looks like in the pet industry: remembering the family member, not just the customer.

If a free toy can make a grown adult this happy,
imagine the loyalty it creates 🧡

Original LinkedIn post: https://www.linkedin.com/posts/angels-bosch