Must Love Dogs: The Coolest CX Case Study You Haven’t Heard Yet

What can dog daycare teach you about customer experience? Dogtopia connects employee training, personal relationships, and technology to measurable results. Its reported 90 Net Promoter Score and AI booking results make this a compelling example of customer care supporting business performance.

This week on The Modern Customer, Neil Gill, CEO and president of Dogtopia, shares how the company keeps care personal as it grows. With more than 270 stores open and 350 in development, Dogtopia gives local teams systems and training while preserving personal relationships. As Neil explains, “you have to be careful not to take away that personalization of it all.”

Taylor, Dogtopia’s AI chatbot, responds to after-hours inquiries and helps parents book meet-and-greets. Neil reports she converts around 51% of leads into meet-and-greet bookings, compared with about 35% for teams, largely because of speed and convenience.

Families can also see what their dogs gain from daycare through Dash, Dogtopia’s activity tracker. Neil says dogs average eight miles of activity during a day at Dogtopia. That focus reflects his approach to the business: “You have to begin with the dog and the parent in mind.”