A programme that explores every aspect of the client journey and explains how to deliver an outstanding client experience has been added to Zoetis’ VetSupport+ range of services.
Divided into nine training modules, which vary in length from one hour to five and a half hours, the entire Client Experience Development Programme can be completed in two days under the guidance of a Zoetis business consultant.
The programme breaks down each element of the client cycle, from attracting pet owners into the practice and making the right impact on new customers, to keeping long-term customers.
Nick Steele, national consulting manager at Zoetis, said: “We believe calling a practice’s pet owners clients or customers is a misnomer. They are consumers because they not only purchase a practice’s products and services, but also experience them and the consumer’s interpretation of their experience can really affect the brand.
“The reality of today’s information-rich environment is that consumers can experience a practice without the practice even knowing about it.
“Google have coined the term ‘Zero moment of truth’, which alludes to all the different points of contact a consumer can have with a product or service before physically experiencing it.
“The average shopper uses 10.7 different sources of information before making a decision on what product or service to use “This means a consumer may have disregarded a practice before the practice knew the consumer even existed.”
Drawing on concepts like “The Fred Factor” that focuses on four key principles of customer care, the programme explains how every employee can make the difference from when clients arrive through to when they pay and leave.
The modules are interactive with exercises throughout, such as using airlines to demonstrate value propositions that brands offer and how they translate into client experience.
- For more information about business consulting from Zoetis, telephone 0845 519 4977.