Once it’s safe, pet food buyers may return to local pet specialty retailers precisely because those stores offer the friendly, informative, interpersonal interactions rendered dangerous by the COVID-19 pandemic. Online pet food sales surged as people stayed home to avoid spreading the disease. However, Barbara Liss, vice president of marketing for Merrick Natural Pet Care, believes that most pet owners will return to their neighborhood pet specialty stores once the risk of contagion diminishes. Those dog, cat and other pet food buyers may miss socializing with store owners and employees, who also tend to be serious pet lovers.
“While maybe over the last couple of months they went to Amazon, they went to Chewy, I think they're looking forward to getting back into their neighborhood pet store and bringing their dog or cat with them,” she said. “They have that relationship…They know the history…I think people will actually make somewhat of a conscious choice to go back into those stores.”
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Along with the ability to meet and chat with other pet owners about recommended products, specialty retailers offer the expertise and passion of the owners and employees. That personal touch is what may help pet specialty regain ground from e-commerce as public health restrictions ease and businesses re-open.
“You do not own a pet specialty store if you are not incredibly passionate about pets, people and nutrition,” Liss said. “That is what is so, so important right now. I think they just want to get back to work…That is where that service differentiator will make a difference.”
Importantly for Merrick and other brands, those retailers serve as a vital opportunity to expose consumers to new pet products.
Petfood Forum CONNECT
At Petfood Forum CONNECT, global pet food industry professionals will learn the latest pet food trends, access a wide network of industry suppliers and collaborate in one-to-one meetings to share business ideas. During a time when travel and in-person meetings are inadvisable, Petfood Forum CONNECT attendees will network during virtual meetings and happy hours, have access to more than 15 live or on-demand educational sessions and participate in live Q&A discussions with speakers and chat with pet food professionals from around the world. Registration grants access to options for an exclusive directory of digital showrooms, allowing attendees to schedule one-to-one meetings with key pet food industry suppliers.
