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Measuring customer experience really matters
It is really important that practices monitor and measure whether clients would recommend them.
Staff must know why they do what they do, in order to perform well

Find your ‘why’ was the first thing Alison Lambert said in her lecture in the business theatre at the London Vet Show.

Nietzsche said: “He who has a why can endure any how”.

This was the theme of the lecture and Alison made it very clear that unless staff know why they are doing what they do, they will not perform as well as they should. This has a knock-on effect in the delivery of all areas of the service you are providing, because you are not giving your team a purpose.

The customer experience is directly related to your business success, so poor service means poor customer experience and poor success. Alison asked: “How many bad experiences will a customer put up with before they leave you, however good your clinical services are?”

The power of recommendation is enormous and it is really important that practices monitor and measure whether clients would recommend them to others. Research has shown that 50 per cent of any purchases are driven by emotion and this can also be directly equated to the quality of service provided.

Alison was passionate about practices being clear on why they are there and imparting this to their staff. This in turn empowers and motivates the practice team. A motivated team will deliver a much better service to clients and, in turn, clients will recommend you to others.

The customer experience is intrinsically linked to your bottom line. Latest figures show that there are now 5,050 practices in the UK - almost double the number from less than 10 years ago. This kind of extra competition means that the ‘why’, the ‘what’ and the customer experience cannot be ignored.

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Giraffe Conservation Foundation named BVNA’s charity of the year

News Story 1
 BVNA president Wendy Nevins has named The Giraffe Conservation Foundation as the association’s charity of the year for 2017/2018.

The Giraffe Conservation Foundation dedicates its work to a sustainable future for wild giraffe populations. Wendy Nevins said: ‘I have chosen the Giraffe Conservation Foundation for the BVNA Charity of the Year because I have always thought Giraffes were magnificent animals.

‘I also think it is important that we look at the wider issue of conservation and education across all species.’  

News Shorts
Scientists win award for openness in animal research

UK scientists have won an award for the 360ş Laboratory Animal Tours project, which offered the public an online, interactive tour of four research facilities that are usually restricted access.

The project won a public engagement award at the Understanding Animal Research (UAR) Openness Awards, which recognise UK research facilities for transparency on their use of animals in research, as well as innovation in communicating with the public.

The tour was created by the Pirbright Institute, the University of Oxford, the University of Bristol and MRC Harwell Institute.