Free download for pet businesses
Are You Making It Easy for Pet Owners to Choose You, and Come Back?
Your customer’s journey doesn’t start when they book an appointment, bring their dog to the groomer, drop their pet off for boarding, or walk into your business.
The Pet Business Customer Journey Guide will help you understand how customers discover your business, decide to choose you, experience your service, and ultimately become loyal customers and advocates for your business.
- All five stages, explained
- Fillable customer journey map
- Sent straight to your inbox
The five stages
From the First Search to a Loyal Advocate
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01
Awareness
I know you exist.
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02
Consideration
Could you be the right choice for me?
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03
Decision
I’m ready to choose you.
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04
Retention
I had a good experience. I’ll come back.
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05
Advocacy
You should try them!
What’s inside
Learn How Your Ideal Customer Finds You, and How to Keep Them Coming Back
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Understand the five stages
Awareness, Consideration, Decision, Retention, and Advocacy, and what your customer is asking at each one.
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Map your customer’s journey
From the first time they discover your business through becoming a loyal customer.
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Identify every touchpoint
Your website, social media, advertising, phone calls, appointments, follow-up, and more.
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Find the gaps and pain points
The moments that create friction or cause customers to drop off.
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Improve the experience at every stage
Small changes that make it easier to choose you, come back, and recommend you.
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Align your team
Get everyone on the same page about what is working and where there are opportunities to improve.
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Prioritize your marketing
Focus on what matters most to your customers and your business.
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Connect customer experience to ROI
Put your time and resources where they can have the greatest impact.
Also included
A Customer Journey Map You Can Use
The guide includes a fillable customer journey map so you can look at your business from your customer’s perspective. For each stage you write down what the customer does, where they interact with you, what they experience, where it breaks down, and how to fix it. Then you mark each stage with a thumbs up or thumbs down. Here is one filled in.
Example: a new puppy owner choosing a veterinarian
- Asks the rescue and friends for names
- Posts in a local Facebook group
- Searches Google for a vet nearby
- Opens each clinic’s website
- Reads reviews and clicks through to Instagram
- Compares hours, location and services
- Calls with questions about the first visit
- Books the appointment
- Brings the puppy in for the first visit
- Comes back for boosters and checkups
- Leaves a Google review
- Tags the clinic in a photo
- Recommends it in the same Facebook group
- Word of mouth
- Google search and Business Profile
- Social media and local ads
- Website and service pages
- Reviews
- Team photos and social posts
- Phone
- Online booking or contact form
- Retargeting ads
- Appointment reminders
- Follow-up text or email
- Puppy resources and rebooking
- Review request
- Referral program
- Social tagging and customer stories
- Collects five recommendations
- You are competing to make the list
- Wants to know who will handle her puppy
- Looks for signs the team cares about animals
- Wants a friendly, unhurried call
- Wants scheduling to be easy
- Team greets the puppy by name
- Next visit booked before she leaves
- Feels recognized
- Happy to be asked
- Clinic doesn’t show in local results
- Only a handful of reviews
- No team page
- Stock photos instead of real staff
- Services hard to find
- Phone number buried on the site
- Calls go to voicemail after 5pm
- No follow-up after the visit
- Rebooking left to the customer
- Nobody asks for the review
- No referral process
- Complete the Business Profile
- Steady review requests
- Referral relationships with rescues and shelters
- Photos of real staff with pets
- Clear services, hours and address
- Answer common questions on the site
- Phone number and booking button at the top of every page
- Answer every call or text back within minutes
- Send a confirmation
- Book the next visit at checkout
- Automated reminders
- Helpful new-puppy content between visits
- Ask at the right moment
- Send a direct review link
- Thank every referral
- Working well
- Needs work
Your map will look different. The point is to see every stage from the customer’s side, mark where the experience breaks down, and fix those stages first. In this example, the clinic is easy to find and easy to trust, and loses people at the phone call and after the first visit.
Get the MapA walk in their shoes
See Your Business Through Your Customer’s Eyes
Imagine a new pet owner searching for a veterinarian, groomer, trainer, or boarding facility.
- They ask friends for recommendations.
- They search online.
- They visit your website.
- They check your reviews.
- They look at your social media.
- They call with questions.
- They book their first appointment.
Then what?
- Do they come back?
- Do they feel cared for?
- Do they understand what happens next?
- Would they recommend you to someone else?
Your customer journey can answer those questions.
Your Customers Are Telling a Story. Are You Paying Attention?
- Every interaction creates an impression.
- Every impression can influence the next step.
- And every step is an opportunity to build trust.
Download the free Pet Business Customer Journey Guide and start mapping the experience your customers have with your business.
Free download
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- The complete Pet Business Customer Journey Guide
- The fillable customer journey map
- Written for veterinary, grooming, training, daycare and boarding businesses
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Your Customer Journey Doesn’t End With the First Appointment.
Build an experience that gives pet owners a reason to come back, and a reason to tell others about you.
Download The Pet Business Customer Journey Guide today.
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