This article is sponsored content brought to you by VetPartners.
Developing a marketing strategy and tracking client experience is easier and more accessible than you think!
The opportunities: strategic marketing plans and client experience tracking
As a veterinarian with patient care front of mind, we understand often there is little time or resource to put toward your clinic’s marketing efforts and gathering client insights. However, many benefits come with creating a marketing plan for your services and your clinical staff, aligning with peak demand periods, and helping to manage the unprecedented growth our industry is experiencing. With 69% of Australian households owning a pet in 20211, it is more critical than ever to have a plan in place for your clinic to communicate effectively, thus managing client expectations.
What are your clients thinking?
Not all marketing is about attracting new clients. It is so important to connect and effectively communicate with your existing client base in this day and age. There are many ways to collect your client’s feedback and for you to engage in the conversation. Using intelligent platforms, we are able to collect reviews and feedback from multiple sources (like social media and Google) and house them in one simple location, where you can access and respond accordingly. Getting to know your clients and understanding their experience will help you improve and implement effective solutions. In addition to this, it is suggested that extrinsic feedback is a good motivator for better performance from team members because they hear directly what the clients say about the service they offer2. Therefore, keeping track of positive client reviews is an excellent motivator for your team. Their increased engagement is positive for your practice by increasing its reputation and service levels.
According to VetPartners market research, good vet-client relationships are forged when veterinary teams display genuine care toward the pets they are treating. If this relationship is strong, it leads to strong customer loyalty – 72% of clients who visited VetPartners clinics have never changed in the past. Inversely, an unclear explanation of diagnoses and poor communication can make clients change vet practices. Therefore, keeping track of how clients feel can help drive team motivation and client satisfaction and retention.
How VetPartners can help your clinic with marketing and client insights
The VetPartners marketing team will work with you to create a plan well in advance of busy periods, assist you in implementing these actions, and most importantly – offer you back some of your precious time.
Our team of in-house marketing and design professionals will provide valuable support and guidance with best practise methods for customer experience, using a wide range of digital and traditional methods and platforms. Having an in-house team means your plan and requests are actioned promptly and creatively, allowing your expert knowledge to reach a large and engaged audience.
See how we can help you and chat with our team confidentially!
To kick start the process we’d love to hear from you. Our Acquisitions Director, Kristy, is ready to chat when you are. Call Kristy Murphy on 0411 292 299 for a confidential discussion today.
Animal Medicines Australia, 2021 ‘Pets and the Pandemic. A social research snapshot of pets and people in the COVID-19 era’
 Eka Diraksa Putra; Seonghee Cho, 2017, ‘Extrinsic and intrinsic motivation on work engagement in the hospitality industry: Test of motivation crowding theory’, Journal of Tourism and Hospitality Research