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.

Listen To More:

Free (No Opt-In) PDF Download:
23 of The Best (and Most Original) Ideas Implemented by Private Practice Hearing Care Clinics in 2023


📈 A clinic that has launched a premium monthly subscription program that includes community perks, benefits and annual upgrades (yes, ANNUAL upgrades) ... yet earns them industry-high margins!

📹 How one clinic has bought themselves 6+ hours back on the schedule each week by implementing a series of helpful patient videos (that is also winning them patients from competitors

🔎 How two clinics have built industry-first programs to attract existing hearing aid wearers that are either unsatisfied with their existing provider, or new to the area (and turn this into a profit-center for their business)

Leading the Change Training Guide Cover

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