Focus on: Business Strategies Twenty years of steady growth and smart acquisitions have propelled Doctors Foster & Smith to the top spot among pet-supply catalogers.

By Reported Donna Loyle

The catalogs are so full of information, in fact, that Voellinger says many first-time customers call and say: “I received your magazine, and I’d like to order some products.” Indeed, the catalogs have the look and feel of magalogs.

Customer education doesn’t stop at the print and online channels. Licensed veterinarians take customers’ calls on Tuesdays and Thursdays, either answering queries themselves or through contact center staffers. DFS touts this service throughout its catalogs.