Owning your client journey

This PetsApp Together session will be led by Dr Becki Maher; behaviour-science specialist and Vet.

Pet owners judge their experience long before and long after the consultation itself. From the moment they Google your clinic to the follow-up text after a tough diagnosis, every step is a chance to delight or disappoint. In this session, our expert panel will unpack both the high-tech touch points (wellness plans, smart reminders, tap-to-book widgets, real-time chat) and the high-touch nuances (greeting tone, lobby scent, empathetic language) that turn a one-off visit into lifelong loyalty.

Chairperson

Rebecca Maher, MA VetMB PGCert MRCVS CXAD(Dip), Managing Director - InsideMinds Consulting Ltd

Speakers

Kate Higgins, BVetMed MRCVS, Owner and Director - Village Vets Formby

Vanessa Waite, MA VetMB MRCVS CertAVP CertGPDI, Head Vet & Owner - The Vet Station Molessey

Thom Jenkins, MA VetMB MRCVS, CEO and Co-founder - PetsApp

Richard Sanderson, BVSc certAVP(SAP) MRCVS, RCVS Advanced Practitioner In Small Animal Practice, Director - Peninsula Vet Referrals

Sponsored by:

Presented at LVS 2025

Thursday, 20 November 2025, 11:45-12:35, Business Theatre