Customer Experience as Strategy: How We Build Trust Through the Optimeal Ecosystem

Using our premium pet food brand Optimeal as a case study, Ihor showed how to create a whole brand ecosystem.
By working closely with veterinarians, breeders, and pet parents, we’re doing more than offering a product — we’re building a culture of responsible pet care.

So what does customer experience mean to us?
We see every customer as part of a broader ecosystem.
Not a segment. Not a data point. A real person with values, context, and expectations.

We think like pet parents — people who want to be confident in every ingredient and who choose brands based on trust.
In uncertain times, quick wins like promotions and discounts may seem attractive.
But in the long run, it’s a consistent, values-driven strategy that sustains a business.

That’s why we’ve built a whole ecosystem around Optimeal:
• Veterinary education programs (Optimeal Expert)
• Partnerships with breeders who become brand ambassadors
• A national pet adoption platform (Look4Paws)
• A 24/7 digital vet care service (Optimeal Expert 9100)

“Customer experience is not a buzzword — it’s a long-term strategy that defines a company’s future.
It’s a fundamental approach to human connection.
Because trust is built through experience, and trust is the most valuable investment any brand can make,” says Igor Blystiv.