019 - Mark Truong - Hearing Aid Genius Bars
Guest: Mark Truong, Audiology Student and Host of the Hear Me Out Podcast
Topic: Hearing Aid Genius Bars
Mark joins Dave to share some of his key learnings from the first year of starting his podcast. Mark is a first year student of audiology in Melbourne, Australia, and has taken the initiative to start his own podcast, where he interviews all types of hearing care leaders and experts about a wide variety of audiology-specific topics.
Much of the conversation centers around how hearing care providers are well positioned to thrive in the impending OTC era by differentiating the patient experience they provide through exceptional service. Mark says that one of the biggest takeaways he's had from his guests is that the patient/customer is becoming much more savvy and well-informed, and therefore, providers need to go above and beyond during the patient experience as great experiences can lead to positive online & offline feedback (positive reviews, great word of mouth marketing). On the flip side, a poor experience can lead to brand damage.
There's a lot to learn from companies like Apple, who have created an exceptional experience of purchasing Apple products through its stores and the genius bar. Mark and Dave believe that practices could implement something that resembles a hearing aid and hearable genius bar, where the provider is the expert on all of the various technology and plays the role of match-maker, matching the patient to the best piece of technology that suits their needs. Therefore, it's not just being an expert on the science and fitting of the device, but also the technology and the various things that these new devices are capable of.
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