What happens after a customer calls in with a question, complaint, or need?

If you handle the call, hang up, and move on to the next caller, you’re missing a big opportunity, says Sarah Wright, Director of Global Customer Support, Healthcare Informatics at ResMed. She oversees a 120-person team consisting of contact centers, solutions delivery, customer success management, and education services teams.

She’s also an excellent presenter, which is why I invited her back for an encore in seven weeks at the 10x Medical Device Conference.

Here is the video of her presentation, plus copies of her slides and transcript.

You should invest the time in her presentation if:

• You’re looking to increase customer adoption of your platform;

• You lose revenue when patients don’t get new disposables on time;

• You field questions about order status and fulfillment;

• You’ve considered how automated calls might impact customer perception;

• Your voice-of-the-customer program is floundering; or,

• You’re curious how my friend Sarah successfully leads a team of 120 across three company sites.

And if you really, really want to learn from Sarah, share a meal with her on May 15 in San Diego. (She speaks immediately before a nice, hot lunch!) 😁

+++

10x Presentations You May Have Missed…

As you’ve seen, I’ve been issuing replays, slides, and transcripts of these fantastic 10x Medical Device Conference presentations.

Click here to see them all or cherry-pick among these:

• Best Practices in Change Management with Michael Drues and Jon Speer

• How To Use Human Factors To Mitigate User Risk with MaryBeth Privitera from HS Design

• Building a Better Wearable Device and Getting it Cleared Through FDA with Walt Maclay from Voler Systems

• How To Bring Medical Device Software Development Out Of The Dark Ages with Jeff Gable

• A New Take on Prototyping that Could Save You Millions with Doug Fankell from Structural Integrity Associates

• How to be Innovative on a Budget using Simulation with Arlen Ward

• New FDA Guidelines Affecting Your Medical Device Development with Bob Marshall

• How the world’s largest medical center invests in medical device innovation (and how you can benefit!) with Lance Black

+++

Ice Cream 🍨 Jeans 👖 and Video Clips 🎥

I hate boring conferences. And since 10x is my conference, I get to make it as fun as I like.

That’s why you’re invited to wear jeans, why I’ll personally introduce you to everyone there, and why I show fun videos between presentations to mix business and pleasure. Like this very first one I showed at our third event back in 2015. Still a favorite clip.

+++

Thank you for being part of our Medical Devices Group community!

Please this article if your network will benefit.

Joe Hage
Founding Principal,
Medical Devices Advisory Group

P.S. Seven weeks from today: The 10x Medical Device Conference. This medical device event is geared equally for senior and junior level professionals in the medical device industry.
• If you’re senior, you’ll return with ideas the team can use.
• If junior, you’ll return with specific materials and action items to do your job better.
• Special pricing for student, those in transition, and groups of three or more.