Companion: Managing a 360 View of the Pet Owner Experience to Strengthen Long Term Relationships

Whilst lifetime value isn’t a frequently used measure of the clinic/ owner relationship, we’ll discuss the key elements required to usefully drive a long-term relationship that drives better health and financial outcomes

• Mapping the customer journey from nose to tail
• Key blockers to client centricity
• Communication engagement strategy and trust building
• Predictable revenues
• Moving to metrics that matter. Getting ahead of the lagging measure of retention
• AI guiding CSR development and the use of sentiment analysis and agentic voice
• Improving adherence and decreasing variability of care