If you’ve worked in pet retail long enough, you’ve seen it all…
Dog parents debating collar colors like they’re choosing wedding colors.
Cat owners explaining how Mr. Whiskers only drinks from ceramic bowls, never plastic.
The ever-dedicated customer who won’t even look at another brand of dog bed because “Buddy has had the same one for five years, and I don’t want to rock the boat.”
Sound familiar?
Welcome to the fascinating world of brand loyalty in pet hard goods, where customers (and their pets) are creatures of habit, trust rules everything, and retailers have a golden opportunity to build repeat business by stocking the right brands. Let’s break it down!
Pet owners are next-level intense when it comes to brand loyalty. And honestly, who can blame them? They’re not just buying a leash or a water bowl, they’re investing in their pet’s safety, happiness, and daily routine.
That’s why once they find a brand they trust, they’re about as willing as a toddler is to give up their favorite blanket.
✅ Durability Matters: A leash that snaps mid-walk? Potential disaster.
✅ Safety is Non-Negotiable: A flimsy crate? Not happening.
✅ Routine is Everything: Pets get attached to specific textures, scents, and products.
When customers purchase long-lasting hard goods (like a bed, crate, or scratching post), encourage them to note the brand and size so they can easily return for a replacement when needed. This subtly reinforces that your store is the place to get their pet’s trusted items.
Pet owners are next-level when it comes to brand loyalty, and it all comes down to trust. They’re not just picking a harness or a water bowl, they’re picking something that keeps their pet safe, comfortable, and happy.
Ever noticed how customers get emotionally attached to a product they had to teach their pet to use? That’s called the IKEA Effect – the psychological principal that people value things more when they’ve put effort into them. A 2011 Harvard Business School study found that consumers develop a deeper emotional connection with items they assemble themselves, because they had to work for it.
This applies directly to pet training products like PoochieBells! When a customer buys PoochieBells for their new puppy, they put in weeks of training, teaching their dog to ring the bells to go potty outside. Once the training is successful, they will most likely never switch to another potty-training method. They’ll come back for another set for every future dog and most likely refer their friends.
Carry training-based products that require effort to use (like PoochieBells®, puzzle feeders, or interactive toys).
Pets thrive on predictability and tend to form strong attachments to familiar objects. Many dogs and cats experience neophobia (fear of new things), which makes them resist switching to new products once they’re accustomed to a certain one.
Pets (especially dogs) develop emotional attachments to objects, much like how young children become attached to blankets or stuffed animals. A study in Animal Cognitionfound that dogs associate comfort, security, and familiarity with certain belongings and will carry them around for years.
Remind pet owners to buy duplicates of their pet's favorite items.
Stock Brands That Inspire Loyalty – If your customers are asking for it by name, you should be carrying it.
✅ Premium materials that don’t fall apart.
✅ Safety-first features
✅ Eco-friendly/sustainable options
Position Hard Goods as an Investment –Help customers see the long-term value. Instead of competing on price, educate customers on why high-quality brands are worth every penny.
Cross-Sell Like a Pro – Customers trust you to guide them, so make sure they leave with everything they need for their pet’s happiness and comfort.
When pet owners find something their dog or cat loves, they typically don’t mess with success. And since pets are wired to stick to what they know, customers will look to the source for more options as well as return for the same trusted products.
For retailers, this is a golden opportunity. Stock trusted brands, educate customers on quality, and make it easy for them to come back.
We’d love to have you as part of our wonderful family of pet retailers!
