A Better Customer Experience
THE NSM CONSUMER INSIGHTS COUNCIL IS HELPING NSM DRIVE INNOVATION WHILE CREATING A BETTER CUSTOMER EXPERIENCE
For Kaity Ellis, joining the National Seating & Mobility Consumer Insights Council was an important decision. “I hope what comes out of the council is society sees the people, not just the product,” Ellis says. “Everyone has a different version of independence that should be treated with dignity and respect no matter what version of independence the person has.”
“I hope what comes out of the council is society sees the people, not just the product,” Ellis says. “Everyone has a different version of independence that should be treated with dignity and respect no matter what version of independence the person has.”
“EVERYONE HAS A
THAT SHOULD BE
TREATED WITH DIGNITY
AND RESPECT NO
MATTER WHAT VERSION
THE PERSON HAS.”
Launched in 2021, the NSM Consumer Insights Council is composed of NSM clients and caregivers with personal experience navigating the CRT industry, unique knowledge and a passion for the future of mobility solutions. Council
members participate in quarterly virtual meetings focused on roundtable discussions around a variety of topics centered on the complex rehab technology (CRT) client journey.
“Insight gained from the council will fuel strategic direction and innovation at NSM,” says Bill Mixon, NSM CEO. “We launched the NSM Consumer Insights Council to better understand our clients’ needs and prioritize those needs to guide us toward client experience excellence. Delivering a best-in-class client experience is as important as delivering a safe and quality mobility product or solution that meets each client’s needs. While we are proud of our progress, we are always looking ahead to find new ways to take client service to the next level.”
NSM will use insights gained from the council strategically, allowing it to shape the customer experience as well as influence and drive innovation.
“At NSM, we are passionate about driving innovation in the CRT/mobility solutions industry,” Mixon says. “The individuals who comprise the NSM Consumer Insights Council share that passion and provide valuable, insightful input that helps us understand and prioritize our clients’ needs and create an excellent client experience.”
“INSIGHT GAINED FROM
THE COUNCIL WILL FUEL
Driving innovation was a key reason Jason Price joined the council. “I hope that we see a new golden age of complex rehab equipment, a time in which manufacturing giants are held accountable both in terms of providing stock to
the consumer as well as being truly committed to finding real innovations,” he says. “I believe NSM is key to making
this happen, and I’m glad to be part of that partnership.”
NSM Consumer Insights
and Lori Stuman
Council members participate in quarterly virtual meetings focused on roundtable discussions around a variety of topics.