The consumer experience revolution: What does it mean for pet health care?

The way brands connect with consumers has changed. Accelerated by the COVID-19 pandemic, companies have recognized the benefit of placing consumer needs at the center of every interaction. From retail to healthcare, banking to entertainment, successful brands understand that consumer-centricity means more than just good customer service. It means anticipating needs, removing friction points and creating experiences that feel personal, seamless and valuable.

It’s a revolution that’s shaking the world of pet health care just like every other industry.

Consider OpenTable’s impact on dining: What began as a simple reservation platform has evolved into an intuitive system that anticipates diners’ preferences, suggests restaurants based on past experiences, and seamlessly integrates into their daily lives. The platform succeeds because it prioritizes what matters most to consumers—convenience, personalization and control over their dining experience.

Apple’s Genius Bar is another example. By reimagining technical support as a personalized consultation service, Apple transformed a frustrating experience into a valuable brand touchpoint. Customers don’t just get their devices fixed; they receive education, guidance and confidence in their technology investments. The genius isn’t in just solving problems—it’s understanding that consumers want a partner in their technology journey.

What does this mean for pet health brands?

This consumer-centric approach affords the opportunity to create more direct, meaningful connections with pet owners while supporting the veterinary-client-patient relationship. This could be through developing digital platforms that help pet parents track medication schedules, offering personalized wellness recommendations based on pet profiles, or building supportive communities around pet health.

If you’re a brand manager in the pet health space, it’s worth considering some key questions:

• How can you create digital touchpoints that add value to the pet parent experience?

• What opportunities exist to provide personalized guidance and support?

• How can you build stronger communities around pet health and wellness?

• In what ways can you make it easier for pet parents to engage with your brand while supporting the veterinary relationship?

Working with the right partner who understands this new reality can help pet health brands recognize opportunities to evolve from product providers to true partners. Plus, when industry leaders and pet health brands focus on consumer experience, they create meaningful connections that benefit pets, their owners, and veterinarians. What steps will your brand take to embrace this pet-centric future?