In the pet health industry, loyalty is most impactful on client’s spending habits. Since clients don’t purchase products or services on a weekly or daily basis, a punch card system wouldn’t make sense. But when they do come in, it’s important to motivate them to buy all of their needed products and services.
This North American Veterinary clinic is a single-doctor practice, and they noticed a problematic trend: A majority of clients were below average spenders. They needed a way to increase spending at their practice in order to increase their revenue.
The Problem: Below Average Spending
Before starting with PetDesk, a veterinary clinic had 2 out of 3 new clients spending below the average amount on their pet’s health care. Only 1 out of 3 new clients spent above the average amount in order to ensure their pet’s optimal well-being.
The Solution: Loyalty Implementation with PetDesk
The clinic decided to partner with PetDesk and implement the full platform with a focus on loyalty. A PetDesk Implementation Specialist worked with the Practice Manager to sync and setup the clinic’s customizable Loyalty Program. Working together, they implemented best practices that would help them to reach their goals.
After signing up for the PetDesk Loyalty program, clients are offered a welcome reward that is immediately redeemable. This creates great conversion among clients to become Loyalty users and spend more during that visit.
The Results: Increased Spending Leads to Increased Revenue
Six months after implementing PetDesk Loyalty, the clinic saw a major shift in their customer base. Now 2 out of 3 new clients are above average spenders and the new high spending average increased by an additional $100! Not only does PetDesk Loyalty incentivize new clients to spend more and come back more often, but existing clients that were previously above average spenders are now spending 20% more!
A synced, customizable loyalty program isn’t just an ordinary discount plan. By using these best practices with their program, this clinic saw a major shift in revenue per client. This clinic had roughly 1,000 current clients with an average spend of $350 per year, but the PetDesk Loyalty Program incentivized new and existing clients to spend more and to come back more often. They also achieved the following results:
- $100 spend increase by high spenders
- 35% revenue increase across all clients
- $122K additional revenue generated