With the high stakes at play for both pet owners and animal health businesses, the issue of trust in the veterinary profession is a hot topic. The UK Government’s Competition and Marketing Authority (CMA) is currently investigating this complex issue against the backdrop of rising prices, concerns about transparency and the high percentage of clinics that are part of large vet groups. But organisations in this space don’t have to choose between scale and intimacy – you can design a brand that feels local, even at national scale.

Living up to your brand values is not just ethically sound, it’s a strategic growth driver. What’s driving the decision on what people are buying, and who they’re buying it from, is not price or quality – but what the product and brand stands for. This is the rise of ethical consumerism, and it’s caused a revolution in customer loyalty.

Our pets mean the world to us. We see them as members of our families, as our companions, sometimes even as our reason to get out of bed in the morning. FSC discusses this growing trend of pet exaltation, and how pet care brands must go beyond traditional offerings to create meaningful connections with their customers and stand out for the right reasons.

From the network of support to the steadying sense of identity, being part of a tribe goes a long way to offset the turbulence-as-usual that now defines our lives. New research from an FSC white paper shows that leveraging this power of community has become the critical factor for brands to build customer loyalty and business growth.

To create a successful brand community delivering on your desired KPIs, consumer psychology lecturer, Chief Behavioural Officer and Founder Kate Nightingale says you must adopt a human-centric approach.