Vet CX's Podcast

Oct 02 2024 8 ep. 28 mins 2

Vet CX's Podcast artwork

Inside VetCX” explore customer experience strategies for Veterinary businesses. Our podcast host is Michael Mckeand, founder and CEO of Vet CX. Each episode Michael speaks with industry professionals, practice owners and managers to demystify customer experience in the Veterinary Industry and share secrets to increase customer satisfaction and retention of pet owners and their furry friends.

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Episode Navigating the Chaos Part 2: Proactive Management and Delegation for Veterinary Practice Success

Oct 02 2024 37 mins

In this second episode of our podcast series, Navigating the Chaos, we delve deeper into the pressing challenges faced by veterinary practice owners and managers. This episode highlights the struggles of balancing clinical duties with leadership responsibilities, managing a chaotic work environment, and the all-too-common problem of reactive management. Whether you’re a practice

Navigating the Chaos: A Must-Listen Podcast for Veterinary Practice Owners and Managers

Aug 28 2024 44 mins

In the fast-paced world of veterinary practice, chaos can seem like the norm. For many practice owners and managers, the daily grind feels more like putting out fires than executing a well-thought-out plan. You might find yourself wondering, "Am I coming or going?" as you juggle clinical responsibilities with leadership duties, and struggle to keep your team on track. The reality i

How MyVet Strathfieldsaye became No.1 in CX

Jul 20 2021 17 mins

Even the best vet practices have room to improve their customer experience – just ask Dr Susan Bibby, owner of MyVet Strathfieldsaye in Bendigo, Victoria. Dr Bibby joins the podcast today to talk about her journey to using VetCX's Customer Care Insights Program and how her team have gotten the most out of it. Subscribe & Stay Updated Don't miss out on future episodes of Navig

Learning to have the hard conversations in Vet Consults with Dr Claire Stevens

Oct 19 2020 20 mins

While there is no denying that vets are talented and passionate individuals, sometimes it’s a struggle to have “the hard” conversations with pet owners. Talking about euthanasia, treatment compliance or communicating complex medical information in a way that builds trust and empathy is a skill that many experienced vets find challenging. Dr Claire Stevens is a vet with 10+ ye

Goulburn Veterinary Clinic has built a strong customer experience culture

Sep 28 2020 22 mins

In less than 12 months, Goulburn Veterinary Clinic transformed their customer experience (CX) and are now ranked 2nd in the country for CX in Vet CX’s Customer Care Insights program. The Vet CX Customer Care Insight Program compares 1000 veterinary practices each month in their approach to managing prospective clients who contact their practice by phone. Goulburn Veterinary Clini

Managing business growth during the COVID-19 Pandemic

Sep 09 2020 37 mins

Veterinary services are becoming more popular during COVID-19 as singles and families give in to the “pandemic puppy” (or kitty) for companionship. As an essential service provider, vets are in a unique position to continue to grow their business – if they can adapt their model to the new normal.Dr David Butchart, CEO of Veterinary Growth Partners says that practices can make

How to grow your Practice and increase client experience...without picking up the phone

Jul 21 2020 27 mins

This week Michael Mckeand speaks with Tracy Kamens, Head Practice Coach with Veterinary Growth Partners (VGP). They explore the concept of outsourcing inbound and outbound phone calls in Veterinary Practices. Hesitant at first, Tracy shares her experience of using out-sourcing services and how a simple business decision can help grow businesses and increase customer satisfaction.In

Episode 1: Why do Veterinary Practices need mystery shopping?

Jul 13 2020 18 mins

In the first episode of the series, Michael Mckeand speaks to Kristen Leigh a long-serving mystery shopper with Vet CX. The episode explores what mystery shopping is in the Veterinary industry and how it can be used to improve customer experience and boost ongoing client satisfaction.Subscribe & Stay Updated Don't miss out on future episodes of Navigating the Chaos! Subscribe t