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. As the vice president of client experience at VCA, I’m keenly aware that the dozens of touch points related to each of these 8.6 million interactions are critical to building a base of loyal clients.

Four years ago, we began a journey to reimagine our relationship with our clients – the “pet parents” who entrust us with the care of their pets.

As the leader in veterinary medicine, our rapid growth had been driven through acquisitions. We excelled in quality medicine and revenue generation, taking a hands-off approach regarding the client service aspects of our acquired hospitals.

When we realized that data on return visits and client satisfaction was not meeting expectations, we embarked on a mission to become leaders in client experience, assembling a team of experts internally and from the client experience field.  As part of this effort, Advantage Performance helped us reinvent the client experience across all of our hospitals.

-Aaron Frazier, VP of Client Experience, VCA