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One of the main reasons why the customer experience is essential for your pet business is the ability to build strong customer loyalty. When pet parents have a positive experience dealing with your business, they’re more likely to become repeat customers and recommend your services to others. Word-of-mouth referrals are a powerful (and free) form of marketing in the pet industry. Satisfied customers can become brand supporters, promoting your business to their friends, family, and their social networks (without you having to pay them!)