Quantock Veterinary Hospital
Brief
To research and understand the practice’s most valuable customers and strengthen Quantock Veterinary Hospital as an authority in animal and pet health.
Solution
Customer Focus Groups to identify practice opportunities were arranged and consisted of some of the Hospital's most loyal and long-standing customers. Two successful, in-depth group sessions were conducted at an off-site venue.
An evaluation of findings led to more frequent communications with customers - to include newsletters providing helpful pet health tips and a new, informative website - a revised pricing structure and a review of the whole patient experience when visiting the practice, both for owners and pets. As part of a new customer contact strategy, it was important to engage customers with modern and approachable customer communications and a refresh of the visual identity of the practice helped to achieve this.
To raise the profile of the practice, media relationships were harnessed and successful press coverage was achieved. When topical animal-related issues arise in the comminity, the local radio station contacts Quantock Veterinary Hospital for it's opinion.
