21st century client expectations

Surpassing the expectations of pet owners around the ‘client journey’ is pivotal for veterinary practices aiming to place themselves at the heart of their community’s pet care journey. Thom’s session aims to empower veterinary professionals to challenge all assumptions around the client journey with insights and practical strategies on how to lead on what routes clients take to protect their pets. Using case studies and success stories, he will demonstrate the importance of CRM systems as powerful tools for managing client relationships, communication, and personalised service delivery, highlighting key features such as wellness plans, client data management, appointment scheduling, and targeted marketing.

•Explore how client expectations have evolved in the digital age, emphasising convenience, transparency, and personalised care in veterinary services.
•Learn how CRM analytics can provide valuable insights into client preferences, pet health trends, and business performance metrics, and how these insights can inform strategic decisions to optimise client care and practice operations.
•Discover how to foster long-term client relationships and lifetime value, and in turn push up practice revenue, pet owner compliance and satisfaction scoring for all stakeholders.

Chairperson
Naomi Oikonomou, Marketing - Petsapp
Speakers
Richard Sanderson, RCVS Advanced Practitioner In Small Animal Practice, Director - Peninsula Vet Referrals