Tag: Judi Knott
Customer Service: Share feedback
April 17, 2024Judi Knott
Q. How can I take advantage of the positive feedback I’ve received?
A. Now that we’ve discussed the importance of measuring customer service, considering available tracking tools and improving your customer service scorecard, you may have begun collecting feedback. Once you start seeing positive results from your efforts, it’s important to let others know! Sharing feedback is a powerful way to promote your business. It provides authentic validation and builds trust with current...
Customer Service: Use feedback as learning process
March 13, 2024Judi Knott
Q. How can I use negative feedback from customers to improve?
A. It's common for DMEPOS businesses who are just beginning to measure customer satisfaction to feel anxious about their results. It can be challenging to hear customers express dissatisfaction. I encourage business leaders to face that fear, as negative feedback from customers can provide valuable insights to drive change in your organization.
Here are some steps a business can take to effectively use customer feedback to improve.
Listen...
Customer service: Identify the right tool
February 7, 2024Judi Knott
Q. What are some ways to collect customer feedback, and the pros/cons of each?
A. There are many types of customer service tracking tools available, and it is important to select the one that is most relevant for your customers and your business. Here are a few for consideration:
Net promoter score
BOC uses one of the simplest tools available: the Net Promoter Score (NPS). NPS is considered the leading metric for measuring customer satisfaction, and it’s calculated...
Customer Service: Make metrics matter
January 16, 2024Judi Knott
Q. Why is measuring customer service important?
A. We are actually measuring satisfaction to evaluate our service.
In 2019, BOC began measuring customer satisfaction to better understand, monitor and utilize this feedback. It is important for any business to understand that customer service metrics are directly tied to your company’s ability to grow revenue.
Your customers rely on you for the services you offer, but in turn, they can provide a wealth of knowledge...
Judi Knott to lead BOC
September 7, 2022HME News Staff
OWINGS MILLS, Md. –The Board of Certification/Accreditation’s board of directors has named Judi L. Knott, MA, MBA, as the organization’s new president and CEO, effective Jan. 1, 2023.
Knott currently serves as BOC’s chief strategy and marketing officer. Current president and CEO Claudia Zacharias, MBA, CAE will retire at the end of this year.
“I am fortunate to inherit an organization with a solid balance sheet, excellent, long-tenured staff and a bright...