How to know what customers want
Personalised products are reshaping manufacturing in China
TO SEE HOW consumers have turned the shopping experience on its head, look not to humans but to pets, who hold the world to the highest standards of customer care. If any group has thrived during covid-19, it is the fur-coated crowd. According to Bernard Meunier of Purina PetCare, a brand with $15.4bn annual sales owned by Nestlé, the world’s largest food company, pet ownership has soared during the pandemic. So has the coddling of pets with expensive treats and all manner of pet-related googling, ranging from how to buy the perfect puppy to how to find CBD oil for arthritic retrievers (this correspondent’s fruitless quest in Britain).
This article appeared in the Special report section of the print edition under the headline “Made to measure”
From the March 13th 2021 edition
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