Mobile Technology’s Role in The Year Of Emotion

Posted by Liz Thoms on Sep 20, 2016 1:33:58 PM


According to client experience guru, Bruce Temkin, 2016 is the “Year of Emotion” - the year when businesses will awaken to the power of emotions in shaping their customer experiences. Emotion is not only the component of the client experience that has the largest impact on loyalty, but it is also an area where veterinarians tend to struggle and often seemingly ignore. This needs to change.


Generating positive sentiment about your practice is the first step in a feedback loop that will continue to drive results for your veterinary business well into the future. Each time a client interacts with your practice, it’s essential that no matter what the medical outcome for their pets, they see the interpersonal aspects of their experience as a brilliant ray of sunshine, rather than a dark stormcloud. This sort of emotional response is the difference between a loyal client - loyalty is defined as an emotional connection, after all - and one that’s likely to try out your competitors, looking for a better offering. From there, the equation is simple: loyal clients equals recurring revenue with low overhead, and personal recommendations that facilitate continued growth.

Download our free eBook >> 4 Ways To Better Measure Client Loyalty   

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Topics: Innovative Technology For Vets, Grow Your Veterinary Practice

4 Ways To Better Measure Client Loyalty Within Your Veterinary Practice [Free eBook]

Posted by Liz Thoms on Sep 14, 2016 12:06:11 PM

Loyalty is a powerful connection that runs hand-in-hand with emotion. Ask yourself, to whom are you most loyal?? The first people that may come to mind  are your friends and family. They may not always be perfect, but you remain loyal because of that bond. But what about businesses? To have a shot at establishing client loyalty you must first build an emotional bond with your clients.


Never assume that a client is loyal just because they continue to use your services. There are many reasons why a client might repeat their business despite not being satisfied - and this sort of client will be the first to “jump-ship” when new competitors arrive.

Client loyalty results from positive interactions and experiences with your practice.

To build client loyalty, your veterinary practice's client experience needs to blend the physical, emotional and value elements of an experience into one cohesive experience.

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Topics: Innovative Technology For Vets, Grow Your Veterinary Practice

Why Creating A Digital Presence Is Important for Your Veterinary Practice

Posted by Liz Thoms on Aug 31, 2016 1:34:07 PM


The Digital Age is upon us. There’s no denying that the introduction of tablets and smartphones into our lives has made us more contactable than ever, and consumers are now expecting more from their service providers, veterinary clinics are no exception. I know we are busy and keeping up with the modern day customer isn't easy, but there are definitely steps that we can take to make it more possible.

First, gauge how digitally advanced your veterinary practice is. This quick 7 question quiz can help you figure out if your practice is stuck in the stone ages or if it's a place Judy Jetson would be proud to take their dog, Astro.

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Topics: Innovative Technology For Vets, Marketing For Veterinary Practices

Add Value to Create a Better Veterinary Practice

Posted by Matt DiFazio on Aug 24, 2016 9:48:16 AM


All vets want their clients to be happy, their patients healthy, and their business thriving. But at times, it can seem like meeting these goals is always just out of reach - you can succeed at two, but the third evades. One way to approach this problem is not by considering each goal in isolation, but to combine all three into a single entity.

Answer this: what is the product of your veterinary practice? From a pure business perspective, your product is not just medical outcomes, but is your client experience - an all-encompassing term that captures everything from the moment a pet owner contacts you, until the bill is paid and a pet is sent home happy and healthy.

Free eBook: What Today's Clients Expect From Your Digital Presence

 

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Topics: Innovative Technology For Vets, For Practice Managers

Why Practice Websites Just Don’t Cut it Anymore

Posted by Matt DiFazio on Aug 16, 2016 2:02:51 PM

Try googling “veterinary websites” and see what you get.

You'll find just about 1000 different web design businesses that offer their services to build you a website, and almost nothing explaining why you need a website in the first place - let alone how to pick out a good one from a bad one.

The market is saturated with veterinary web designers because the need for an online presence has quickly evolved from merely a perk to an absolute requirement from 2005 to today. Every client expects to find, at the absolute minimum, contact information and hours of business online, and the failure to provide this is enough to incite rage in any Millennial, and frustration in all others.

Free eBook: What Today's Clients Expect From Your Digital Presence

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Topics: Innovative Technology For Vets