VCA has received a coveted award for its work to improve how pet owners experience veterinary care. At its heart is a program Advantage Performance Group is proud to have helped develop and implement.
Among five winners chosen for the 2016 Temkin Group Customer Experience Excellence Awards, VCA earned recognition for its transformational journey to improve the client experience as detailed in Healthy Pets, Happy Clients, an Advantage customer story, and in the Temkin Group blog.
“APG is proud to support VCA in their ongoing client experience work,” said Advantage Partner Polly Thompson, who orchestrated an APG team in conjunction with client experience consultant Kathleen Cattrall and VCA’s VP of Client Experience Aaron Frazier. “We’re thrilled to congratulate them as they receive this prestigious, well-deserved award.”
VCA has been focused on empowering its employees, putting metrics around how it continues to improve and measure results, and developing client experience as part of its culture.
More than 8.6 million times per year, VCA employees interact with clients who bring their beloved pets into a VCA hospital for care – educating them on the animal’s health, options for care, and products and services to enhance the life of the animal.
“The client experience program developed for us by Advantage Performance has resulted in measurable gains in client satisfaction, revenue per client, and return visits,” Frazier said. “We will continue to partner with Advantage as we cascade this success into other parts of the business.”
VCA has 4,700 compassionate veterinarians, more than 400 board-certified specialists and 750+ animal hospitals located in 43 U.S. states and 5 Canadian provinces.
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