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The AVA Annual Conference is the nation’s premier veterinary event, covering all fields of veterinary science and in 2017 brought together over 920 veterinary professionals and 115 exhibitors.

We hope you will join us for the 2018 AVA Annual Conference in Brisbane, 13-18 May.    
Visit conference.ava.com.au to register.    To download a pdf file of the entire program click here.
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Wednesday, May 16 • 8:00am - 9:00am
Making vet care easy to use, simplify the processes and employ better people   

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Every single piece of research done with pet and horse owners, smallholders and farmers alike confirms that the key aspect of their chosen veterinary care provider is convenience. They want to be able to get to and contact the practice quickly. They want the phone answering when they call, and they want to receive advice tailored to the needs of them and their animals. They want to book appointments online, access test results quickly and speak to an expert quickly when needed. It sounds obvious, but so many practices overlook the important tiny details of convenience. In this session we'll explore the customer journey from start to finish and identify touch points where you can make things easier for your clients. This may involve subtle changes to practice protocols, an overhaul of processes or training and coaching for the entire team - whatever it takes to truly put the consumer at the heart of everything you do.

Speakers
avatar for Alison Lambert

Alison Lambert

Managing Director, On Switch
A farmer's daughter from Yorkshire, Alison qualified from Liverpool University in 1989. She worked in practice for several years before pursuing a business career with Hills Pet Nutrition and MARS, where she discovered the passion for the customer experience that her award-winnin... Read More →


Wednesday May 16, 2018 8:00am - 9:00am
Mezzanine M4 Brisbane Convention and Exhibition Centre