What matters most - the personal touch or making it easier?

Talk summary

Question: What matters most - the personal touch or making it easier? Answer: Both!

Covid-19 has turned the veterinary profession upside down. Yet lots of the changes we’ve rapidly adopted have brought benefits to clients and practice teams alike. So much so that we should be planning to retain the best bits of these new ways of working in order to further improve the customer experience. The world may have changed, but how clients want their care to feel has not.

It’s never been more important to ensure that every touchpoint on the customer journey to and through your practice feels both personal and convenient. In this webinar I’ll show you how you can embrace digital solutions to keep connected by listening, empathising and personalising your service. Improving first contact resolution using webchats, apps and website buttons to help clients ‘self-serve’ and meet their needs without picking up the phone.

Speaker bio

Alison Lambert BVSc CMRS MRCVS – Onswitch Founder

A Yorkshire farmer's daughter, Alison qualified as a vet from Liverpool University in 1989. She worked in practice for several years before pursuing a career with Hills Pet Nutrition and MARS, discovering the customer experience passion that led her to establish Onswitch in 2001.

Alison is Honorary Associate Professor at Nottingham University's School of Veterinary Medicine and Science. She is published widely, regularly speaks at key international veterinary congresses and events, and was given the AVA's Veterinary Business Thought Leader award in 2019.