National Seating & Mobility (NSM) is hearing straight from its clients on a range of topics involving their Complex Rehab Technology (CRT).
In an Aug. 16 news announcement, NSM introduced its Consumer Insights Council, which provides “valuable insight about the trends, priorities and drivers affecting the CRT client experience.”
NSM noted that the Council’s input “fuels the strategic direction at NSM, supporting best-in-class client service and satisfaction. NSM launched the Consumer Insights Council to better understand client needs and prioritize those needs to guide client experience excellence. The company will utilize information garnered from the council to better understand client perspectives and needs, as well as create strategic responses that align with and support these findings.”
In assembling its Consumer Insights Council in October 2021, NSM invited clients and caregivers “with personal experience in navigating the CRT industry, unique knowledge, and a passion for the future of mobility solutions.” NSM sought out clients and caregivers with diverse diagnoses and from various parts of the country.
Council members attend virtual quarterly meetings on prioritized topics. The council currently includes Calvan Ferguson; Will Fargas; Lindsay Tuman; Savannah Moore; Martha Siravo; Sandy Stuman and Lori Stuman; Chris Ermolik; Samantha Good; Jason Price; Kaity Ellis; and Jennifer Harrison.
Bill Mixon, NSM’s CEO, said of the Council, “Client experience is the heart of our business. Delivering a best-in-class client experience is as important as delivering a safe and quality mobility product or solution. The mobility journey is not only unique to each person we serve, but it is also always evolving. The input from this council helps us to adapt to meet the needs and expectations of our clients.
“At NSM, we are passionate about driving innovation in the CRT/mobility solutions industry. The individuals who comprise the NSM Consumer Insights Council share that passion and will provide valuable, insightful input that helps us understand and prioritize our clients’ needs and helps us create an excellent client experience.”
