For any organization, customer loyalty is one of the most valuable and tangible assets that has a significant financial impact. However, there can only be customer loyalty if there is client engagement. Client engagement involves building trust, commitment, perceived value, and customer relations. In a recent study, over 300 pet owners throughout social media were analyzed through descriptive and inferential statistics. The results revealed that customer loyalty is directly related to communication on different points in a veterinary clinic. Customer loyalty is influenced by trust in the veterinarian, communication with the staff and the veterinarian, and commitment to behavioral intentions. If trust, communication, and commitment are prioritized by a veterinary clinic, the pet-owner will continue to consume products and services from that veterinary clinic. With this in mind, veterinary owners and managers can use a few strategies listed below to enhance customer engagement and improve customer loyalty.
Every veterinarian or veterinary staff member knows that trips to the vet’s office are not always easy for the pet or the pet-owner. Without a foundation of trust and commitment, there would be meager numbers of loyal customers because trust creates the confidence of future reliability of services, mediates perceptions of value, and influences the frequency of service or product usage. It is therefore crucial that you create a trustworthy relationship with your customers in order to keep them coming back.