Behind Dorwest’s Success: Trust, Systems, and a Smarter Way to Scale Online

Ben Boughton-White is the Operations Director at Dorwest, experts in herbal pet care since 1948. Selling globally via wholesale, marketplaces, Crufts! and their own Shopify store, they now do over 50,000 order a year, and were recently named Online Business of the Year at the Pet Industry Federation Awards.

Ben shares how Dorwest — a 75-year-old family-run pet care brand — brought its heritage into the digital age. From a smart Shopify migration to building efficient systems and strong partnerships, he reveals how they’ve kept quality, trust, and growth at the heart of their eCommerce success.

Hit PLAY to hear:

• 🚀 How Dorwest turned a 75-year-old pet care brand into a thriving Shopify success story
• 🧩 The smart, slow-and-steady approach that made their Shopify migration truly work
• ⚙️ Why documenting every process became their secret weapon for efficiency and growth
• 🤝 The power of choosing partners who actually “get” your brand — and how to find them
• 🏡 Why Dorwest refuses to outsource fulfillment (and how that decision boosts quality)
• 💬 How a husband-and-wife team keeps communication flowing and the business growing

Key timestamps to dive straight in:

[04:59] "Morning Walks and Business Success"

[09:00] "End-to-End Quality Control"

[10:40] Trusted Partners Shape Our Brand

[13:38] "Focused Loyalty Approach"

[17:25] Evolving Loyalty Rewards Strategy

[20:53] Listen to Ben’s Top Tips!

Full episode notes here: https://ecmp.info/572

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