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

comments powered by Disqus

From Our Experts

Understanding Enrollment Status, Assigned vs. Non-Assigned, and the ABN thumbnail Understanding Enrollment Status, Assigned vs. Non-Assigned, and the ABN A major part of business development is understanding your payer mix and which products and services should be reimbursable versus cash sale items. What could you bundle together in your offering to expand business—specifically items that can be sold for retail alongside your reimbursable items? You might not necessarily offer everything right now, but these are the areas you can look to expand into. This resource outlines how to navigate reimbursement to help grow your business. U.S. Rehab Tech Training at Heartland Addresses All Levels of Experience thumbnail U.S. Rehab Tech Training at Heartland Addresses All Levels of Experience Complex rehab providers attending VGM's 20th Heartland Conference will have the opportunity to increase their expertise in repairing and programming complex rehab wheelchairs as part of U.S. Rehab's Tech Training. Heartland Session Sneak Peek: Procurement, Inventory Management & Cash Flow thumbnail Heartland Session Sneak Peek: Procurement, Inventory Management & Cash Flow Get great advice and more during the Heartland Conference Panel: Procurement, Inventory Management & Cash Flow moderated by Gerry Finazzo. During this session, attendees will learn how to identify ways to improve purchasing practices, mitigate inventory liability, identify ways to increase cash flow and lower activity costs. An Inside Look with Clint, Episode 8: VGM Government thumbnail An Inside Look with Clint, Episode 8: VGM Government President of VGM & Associates, Clint Geffert, sat down with John Gallagher, vice president of VGM Government, to discuss how VGM Government helps VGM members navigate the complexities of the legislative process and the importance of grassroots advocacy in the HME industry. Member Spotlight: Shelly Hoover, President and Co-Founder, and David Hoover, CEO and Co-Owner of Vets First DME, LLC thumbnail Member Spotlight: Shelly Hoover, President and Co-Founder, and David Hoover, CEO and Co-Owner of Vets First DME, LLC Vets First DME began at the intersection of preparation and opportunity, with a dash of circumstance. Read more about the amazing Hoover family as they combined the family's knowledge and experience to start Vets First DME, LLC. CMS Announces 90-Day Extension For CRT Manual Wheelchair Accessories thumbnail CMS Announces 90-Day Extension For CRT Manual Wheelchair Accessories CMS announced a 90-day extension of the suspension of the application of Medicare Competitive Bidding Program pricing to CRT manual wheelchair accessories. The current policy will stay in place through October 1 and there will not be any payment cuts or claims processing changes. Don't Allow Medicare Advantage Plans and MCOs Take Advantage of YOU! thumbnail Don't Allow Medicare Advantage Plans and MCOs Take Advantage of YOU! The HME supplier has always had challenges in getting paid timely and accurately for the items and services they provide to their customers. This is an assumed cost of doing business but the HME supplier still does this because of the reward of taking care of their customers. But nothing has challenged the supplier as much as when a customer has a Medicare Advantage Plan or an MCO. How the Pandemic is Impacting Sleep and How a Ring Can Help Monitor Oxygen Levels thumbnail How the Pandemic is Impacting Sleep and How a Ring Can Help Monitor Oxygen Levels In this episode of Industry Matters Ronda Buhrmester, Senior Director of Payer Relations at VGM, interviews Dr. Meir Kryger, Professor of Medicine at Yale University of Medicine, about the impact COVID-19 had, and is having on sleep, as well how the BodiMetrics CIRCUL Sleep and Fitness Ring can be used to accurately track oxygen levels.