Episode 14
How to Create Iconic and Distinctive Patient Experiences with Scott McKain

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Scott McKain’s Advice on Being Iconic & Creating Meaningful Customer Experiences

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Show Notes

Scott McKain is a globally recognized authority on how organizations and professionals create distinction to attract and retain customers — and stand out in a hyper-competitive marketplace.

His recent book, “ICONIC: How Organizations and Leaders Attain, Sustain, and Regain the Ultimate Level of Distinction,” was recently named on Forbes.com as a TOP TEN BEST BUSINESS BOOK for 2018.

In this ‘Expert Interview’ – Scott shared with Phil and Inner Circle members how hearing care clinics can create distinction, become Iconic and create experiences that are truly meaningful to customers.


“It means that you’re so good at what you do, you’re not only distinctive within your own industry, it means you become the standard by which all are judged.”

“Let’s take a look at what’s happening in other fields. How can we bring that here?”

“Everything for the manufacturer should be to try to drive the independent retailer into sameness.”

“You want an invisible device, but you don’t want invisible service. You don’t want an invisible experience.”

“The manufacturers are talking about the features of a device. There’s no loyalty to a feature. The loyalty is to the emotional connectivity.”

Visit Scott’s website

Buy Scott’s book

If you’d like to read the full highlights, check out this article
You can also check out the author and their book here

Find out more about how “Inner Circle” members are transforming their hearing care practice with the help of the Orange & Gray team.

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Listen To More:

Campaign Template & Training:
The High-Performing Upgrade Campaign to Send to Your 7+ Year ‘Stubborn’ Patients


  • A breakdown of how this high-performing upgrade mailer works
  • The exact criteria of which patients should receive the campaign
  • The ‘fill-in-the-blank’ templates and instructions
  • Tips and tricks for maximizing response

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