I’ll let you in on a secret. I look forward to offsite meetings. (When you work in the country, most meetings are “offsite.”) Sure, I enjoy taking part in meetings with partners and attending meetings of various boards on which I serve, but there’s another, more selfish reason I enjoy meetings. Once a meeting is over, before I merge onto the Interstate to return home, I almost always make a pit stop…to my favorite coffee shop. There, I pick up a large cup of my favorite coffee to enjoy on the drive home. It’s a small ritual by any standard, but sometimes it’s enough to make my day.
When considering our regular experiences as consumers, the concept of “relationships” might not be the first that comes to mind. For most of us, though, there are many relationships we engage in as consumers. I buy my coffee from a particular location because I like the coffee, but also because I like the staff, location, and the ritual of going to the same location for a particular product. Together, these factors make for an enjoyable experience…and one I will drive a few miles out of my way to repeat.
The same is true in the pet industry. Oxbow is fortunate to have many loyal customers who have been with us for many years and, we hope, many years to come. Likewise, many of these customers have favorite retail stores when they purchase their favorite products. These locations become favorites as a result of superior service, products, and the overall experience they provide. We are thankful for both our customers and our partners who help put our products in their hand, time and again, by providing an experience and relationship people appreciate.
Whether it’s coffee or rabbit food, there’s no denying the power of a positive customer experience.