Animal Health Experts Discuss How Customer Expectations Have Evolved Since Pandemic


January 28, 2022 - Brad Seipel, Executive Vice President and Group Director of Account Management at M/A/R/C® Research, participated in a panel discussion with other animal health industry experts on January 15, during the Veterinary Meeting and Expo (VMX). The other industry leaders included speaker Dr. Katy Nelson of Chewy Health; Dr. Adam Christman, Chief Veterinary Officer at MJH Life Sciences; Dr. Amy Pike, Board-Certified Veterinary Behaviorist; and Deb Leon, Chief Executive Officer and Co-Founder of whiskerDocs.

Dr. Nelson moderated the panel discussion, which followed her session, The New Normal: Adapting your Practice to Customer Expectations in a Post-Pandemic Era, and encompassed how customer expectations have changed during the last two years in how they care for their pets and interact with their veterinarians.

The session referenced results from research that M/A/R/C® conducted since the beginning of the pandemic to determine how the crisis has affected pet parent behaviors, touching on many relevant findings:

  • Pet parents have realized the convenience of online ordering and have been pleasantly surprised to find that products were often less expensive than typically seen when purchased in clinic or in store. Although some consumers were already using online ordering for their needs, other consumers shifted to ordering for the first time, as vet clinics and pet stores temporarily closed in the early days of the pandemic. Many of those pet parents recognize the convenience of online ordering and continue with that method today.
  • Pet parents are demanding the places they do business with meet their needs in different ways, such as curbside service.
  • Telehealth service with vet clinics continues to be an important avenue for pet care.

Brad was thrilled to be able to contribute to such a relevant topic, which aligns with M/A/R/C®'s culture of sharing insights and expertise in various industries, including animal health.

Email Brad at :

©2021 M/A/R/C® Research
Site Map