Fresh dog food brand Butternut Box wins top award for customer engagement

Fresh dog food company Butternut Box has won the European Contact Centre and Customer Service Award for Best Customer Engagement approach, a title previously held by the likes of Ebay and Gusto, for the work and commitment delivered by their Customer Love Team.

Putting customer experience first is a top priority for the Butternut Box team, who aim to give each customer the personal treatment, showing how much they and their dogs matter. This exceptional customer experience impressed one Butternut Box, Stuart Taylor, so much it led to the social media trend #BeMoreButternut.

Stuart Taylor, subscriber of nine months, contacted Butternut Box’s Customer Love team to relay news that his Cavalier King Charles Spaniel of 13 years, Ruby, had been feeling poorly and could no longer eat the fresh meals in her subscription. Stuart requested to reduce his plan to accommodate his two remaining dogs. In response, Stuart received a gifted blanket with a personalised note two days later.

The note from the Customer Love team read: “Hi Ruby, we hear you’ve been a little unwell so we thought we’d send you this. We know you can’t enjoy your Butternut anymore like your siblings but just to let you know we’re thinking of you. Love Team Butternut.”

“This is next level!” said Stuart in his LinkedIn post about the gift. “I could not recommend this company enough if you have dogs and that was before we received this. Be more like Butternut… and if you have dogs their food is as good as it gets for your pets.”

Since Stuart’s post on the 12th September, nearly 17,000 users on LinkedIn have reacted to the post and more than 600 have commented. In response to the strong reaction to his post, Stuart adds: “To say we were surprised is an understatement. We are giving the business less money than we were previously, and Butternut showed compassion for the reason why. Companies don’t do that… It made us feel that Butternut care more about the pets and customers they create food for than they do their profit margins… That’s why I posted the message on LinkedIn, that compassion needs highlighting.”

Harriet Treadwell, Head of Customer Love, says: “We always do our best to truly show genuine care and compassion for our customers. Dogs are a huge part of their families and being pet parents ourselves we really empathised with Stuart and Ruby when we heard the news. We know it’s so important to provide a human touch when it’s needed most, and we’ll always show kindness in every situation. It’s what makes us so passionate about what we do.”

Butternut Box is a dog food subscription service started because dogs deserve better. Made with human quality ingredients, all Butternut Box meals are created with the right balance of vitamins and minerals for dogs of every age, with no nasties, no grains and no harsh temperatures, and delivered straight to customers’ doors.

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