customer experience matterscustomer experience matters

Declarations of interest:
Owner of Onswitch.
Associate Professor in Business.

Member of the Cat Consulting Group BI.

customer experience matterscustomer experience matters

Key outcomes today:• The kitten owner journey to you.
• Where is the start of “Life Time of care”?
• Data. Data. Data.
• Key Touchpoints to polish.
• New tricks.
• 5 actions for tomorrow.

customer experience matterscustomer experience matterscustomer experience matterscustomer experience matterscustomer experience matterscustomer experience matterscustomer experience matters

Connect for a lifetime of care.

customer experience matters

How do weconnect to these kittens?
What do others do?

customer experience matterscustomer experience matterscustomer experience matters

Data.
Data.
Data.

customer experience matterscustomer experience matters

Data.
Data.
Data.

customer experience matters

What do we know about the Cat
Owners journey ?

COPE.

customer experience matterscustomer experience matters

Cat Owner Positive Experience (COPE).
Phase 3 Holland.

customer experience matterscustomer experience matters

CatBaskets

customer experience mattersCars!
Car tracustomer experience matters

Waiting …..

customer experience matters

Cats &Dogs…

customer experience matterscustomer experience matterscustomer experience matterscustomer experience matterscustomer experience matterscustomer experience matterscustomer experience matterscustomer experience matters

Kitten and Puppy
searches in theUK(Google)

customer experience matters

166K people
used theVetHelpDirect
Interactive Cat
Symptom
Checker in 2020
Top Symptoms

customer experience matters

Live Web Chatcustomer experience matterscustomer experience matterscustomer experience matters

Invite them in!
Connect them to you!
See them real or virtual.
Appointment offer ☺

customer experience matterscustomer experience matters

Coldtable …

customer experience matters

On a sample of 100,000 registered pets
64.1% are dogs and 35.9% are cats.

13.3% of the dogs are less than 1 year old.
14.1% of the cats are less than 1 year old.

customer experience matters

Customer Effort Score: For APP
Dogs 4.63
Cats 4.60

Customer Effort Score: In Clinic
Cat owners score lower than dogs

“Is that everybody?”.

customer experience matters

Feline Focus ISFM Oct 2019.

customer experience matterscustomer experience matterscustomer experience matterscustomer experience matters

Review your web and social space &increase kitten imagery and stories.
Post ISFM web link weekly on feeds.
Short video “ top tips” weekly.

More kitten than puppy images & stories!

Digital Positivediscrimination.

customer experience mattersFirst visit get ALL details:
Emails.
App join.
Mobile.
Connect into your practice so you cancommunicate for life!

#data #data #data

customer experience matters

Kitten education:
Use webinars and live social events.

Run client education.
Create mini courses on Kittens andcats.
Do weekly “top tip” sessions.

Make more noise!
•.customer experience mattersFirst Visit is crucial.
First visit is essential to connect.
Make it an event.
Make time to connect.

First visit plan.

customer experience matters

When they ring,
invite them in!

customer experience matters