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Webinar Details

How to Create a Positive Experience for Cats and Their Owners' - Findings from the Cope* Study

Dr. Alison Lambert
BVSc CMRS MRCVS – Managing Director
24 September 2019
ID: 55
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New research from Europe and the US shows room for improvement at every stage in the customer journey for cats and their owners. Making it easy for cat owners to visit regularly is key to practice success, ensuring better patient outcomes, raising client satisfaction and recommendation rates and boosting practice footfall and turnover.
Following qualification from Liverpool University in 1989, Alison 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-winning company, Onswitch, is renowned for today. Established in 2001, Onswitch promotes customer-centred practice so pets, horses and livestock receive the best care; providing research, marketing, CPD and business consultancy with an effective, innovative, straight-talking and client-led approach.

Alison is Associate Professor of Veterinary Business and a lecturer at The University of Nottingham Vet School, teaching Customer Understanding. She is published widely and regularly speaks at key international veterinary congresses and events.

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