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Tag: Judi Knott


Judi Knott

Smart Talk

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...

Board of Certification/Accreditation (BOC), Customer Service, Judi Knott


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Judi Knott

Smart Talk

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...

Board of Certification/Accreditation (BOC), Customer Service, Judi Knott


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Judi Knott

Specialty Providers

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...

Board of Certification/Accreditation (BOC), Judi Knott, Orthotics


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