VGM & Associates Releases Customer-Centric Playbook

Published in Member Communities on July 08, 2021

PlaybookVGM & Associates has released the third installment of their 2021 quarterly playbook series, “VGM Playbook: How Serving Your Customer Serves You.” 

This latest playbook contains insight and best practices for making your business customer-centric, including building repeat customers and customer service as a way to increase sales; outcomes measurement as a form of customer service; using Net Promoter Score (NPS) data to gauge customer satisfaction; and providing value-based care. This resource also features a variety of VGM members, vendors, and internal VGM divisions, who provide their insight and examples of how they deliver excellent, customer-centric work.

“Our VGM members are at the center of everything we do. VGM was founded on the premise that personal connections create growth and opportunity,” says Clint Geffert, president of VGM & Associates. “Being customer-centric is what allows us to best serve you, our members, and that is why we focused this playbook on being customer-centric.”

Members can access their copy at vgm.com/playbook or by logging in to the VGM members-only portal and downloading it from the Playbook tab.


TAGS

  1. hme
  2. playbook
  3. vgm

From Our Experts

VGM Heartland Conference 2026 Call for Speakers Now Open thumbnail VGM Heartland Conference 2026 Call for Speakers Now Open VGM is now accepting proposals from prospective speakers for its annual Heartland Conference, taking place June 8-10, 2026. Proposals are due Dec. 15, 2025. Angie McClure Joins Leadership Team of VGM & Associates thumbnail Angie McClure Joins Leadership Team of VGM & Associates VGM & Associates is excited to announce that Angie McClure has joined the Corporate Accounts team as Senior Vice President of Corporate Accounts. Stakeholders ‘Set Tone' for CRT Priorities thumbnail Stakeholders ‘Set Tone' for CRT Priorities At the CRT Fly-In, stakeholders united to strengthen relationships with lawmakers, discuss key legislative priorities, & advocate for essential reforms in CRT. Wheelchair Seating Policy Specific ICD10 NO Longer Required thumbnail Wheelchair Seating Policy Specific ICD10 NO Longer Required Effective Oct. 1, 2025, Medicare removed the ICD-10 requirement for skin protection and positioning cushions and backs. Enhance HME Training with Microlearning Solutions thumbnail Enhance HME Training with Microlearning Solutions Discover how microlearning can transform training in the home medical equipment industry, improving compliance, engagement, and performance with VGM Education. CMS Proposed Rule: What It Means To O&P Providers thumbnail CMS Proposed Rule: What It Means To O&P Providers Watch this update from VGM's Melanie Ewald, VP of Payer Relations and Reimbursement, on the potential impact of the CMS proposed rule on O&P providers. Ronda's Reflections: Four Hot Topics Affecting the DME Industry thumbnail Ronda's Reflections: Four Hot Topics Affecting the DME Industry Read about upcoming NCD implementations, oxygen equipment audits, lymphedema compression garment compliance, and PTAN billing tips. A Letter from the President: Planning with Purpose thumbnail A Letter from the President: Planning with Purpose As we turn the calendar to October, I imagine many of you are taking a deep breath, looking at what's left of 2025, and asking, “How do we finish strong?”