Commentary
This week our industry acknowledges the efforts of veterinary technician. Since 1993, National Veterinary Technician Week has taken place the third week of October. Its objectives recognize veterinary technicians are critical to the day-to-day function of veterinary practices and play vital roles in preserving animal health and welfare.
Often tireless champions for animals, animal owners and their colleagues, vet techs are foundational to customer experiences in veterinary operations. Thank you!
Customer experiences are cultural. It is why we share the article below.
. . . great customer experience depends on the human factor.” – McKinsey and Company
Source: McKinsey and Company, October 8, 2020. Link. Companies whose culture emphasizes individual responsibility for customer service are likely to improve customer satisfaction and deliver these results sustainably to improve organizational health and performance along the way.
INSIGHTS: This is not a new frontier. The landscape is a bit different but empowering the personal touch is still valued and valuable.