Welcome to the 10th blog post of many where I go into each and every interview from the Empowered Petpreneur Interview Series, where I chatted with pet industry experts and business owners all about how to feel at ease while confidently running and growing a successful pet business.
For those of you who missed the series, I still wanted to share with you a snippet from the interview, some of the important takeaways I learned from each interview, and some other things you can learn by watching the rest of the interview!
This blog post will go into Katy’s interview on what building a full customer experience can do to build brand loyalty and more business!
This post is part of Pet Marketing Unleashed’s Blog Series on The Empowered Petpreneur Interview Series. Click here to access the full interview series.
Interview 10 - Katy Fletcher from Doxieworks On...
The Full Customer Experience
Katy launched Doxieworks, LLC following a 28-year career in trade magazine publishing. Katy and her team work with owners of pet care services who are ready to apply proven technology that will help them engage more deeply with their loyal customers, keep them coming back, and help put their word-of-mouth marketing on steroids to attract new customers.
Doxieworks specializes in "customer engagement" strategies with a focus on building and launching custom mobile apps for pet care service businesses: boarding, daycare, grooming, training. Other services include social media marketing and geo-targeting advertising services. Katy has been able to combine her love for dogs and animals in general with her professional publishing and marketing skills.
Watch this two-minute snippet of why a full customer experience is essential for your pet business:
The Major Takeaways
1. Loyalty is Far More Important Than Repeat Business
Just because you get repeat business from a customer or client doesn’t mean they are loyal. Loyalty means they’ll stay with you even when things aren’t perfect.
They don’t even want to look at your competitors. They don’t care about deals/discounts. They want to relate with you specifically. That’s what happens when you achieve brand loyalty and why it’s so important to your business.
2. It’s Important to Care NOW
Just because your business is their choice now doesn’t mean that if another competitor pops up, they won’t leave. That’s why it’s essential to begin developing your full customer experience today. To prepare for the future, especially in this saturated market of the pet industry.
3. Get to Know Your Customers on a Deeper Level
This is one of the best ways to begin to develop this customer experience. By understanding your clients on a deeper level, you’re able to piece together what’s most important to them and create that from within your business.
The rest of this interview goes into:
How to measure customer loyalty
Why loyal customers are important to your growth
How mobile apps can help with the customer loyalty connection
Freebie → Mobile App Assessment
If you want to watch the rest of this interview AND the other 19, head here.