PupJoy also earned big points with us because their mission is to do good and make a significant difference. They support the little guy by sourcing from small suppliers who are focused on creating quality, responsible products, they give a lot more to charity programs – almost 50% – than other subscription box companies, and they have also fostered a community of dog lovers like you, who together are capable of doing some good and making an impactful change.
“When you tell customers when they should expect their shipments, they’re pretty good at holding you accountable to that,” Snowden says. But the homegrown fulfillment solution BarkBox was using made it difficult to communicate with customers when delivery information changed, and nearly impossible to get timely feedback when something went wrong. In the event of a delay, the information might not reach the customer until it was too late, and worse still, the customer would oftentimes reach out to the carrier’s customer support to get help. “The carriers of course do everything they can, but we as a brand lost the control over that experience,” Snowden says.
The study also polled dog people about taking photos of their pup, and found that 20 percent of the pictures they take on their phone are of their dog – more than trips or vacations (15%), themselves (11%) or food (6%). In fact, more than two in five (42%) dog people have made a photo of their dog the feature photo on their phone or computer desktop.