Should customer experience management, chief experience officer and call centers be topics in veterinary practices? Yes. The November 2015 issue of AAHA Trends takes a close look at these emerging hot topics in veterinary practices that change client services approaches and outcomes.
Source: AAHA Trends, November 2015, page 20.
Trends took a multi-pronged approach to the subject of client services and covers a variety of topics. The main feature dives into the experience economy. It examines what it takes to make a great impression on every client. The theme continues with an article from consultant Louise Dunn on designating a CXO, or chief experience officer, followed by an article about having a call center.
![Trends Magazine](<img src="http://www.aaha.org/graphics/trends/digital_editions/cover_112015.jpg" alt="" />)
INSIGHTS: Even large animal veterinarians will find value in this set of articles. Industry sales and marketing personnel should take heed: it is strikingly apparent that as veterinary hospitals evolve to an experience mindset, value proposition requirements will change with them. Distributor reps can be good gatekeepers of multiple resources from manufacturers to supplement customer-focused changes practice by practice.