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Maintaining an Ongoing Relationship with Your Customers

View this video to learn: The four keys to delivering an exceptional patient experience that drives loyalty and referrals:  Website – Must be transparent (reasonable pricing, mobile-friendly, include reviews, and availability of services). Convenient Access – Some evening and weekend hours, good parking, and clear signage indicating where the patient needs to go. Online Scheduling  Virtual Channels – Providing access to the audiology practice via text or email. How to make long-lasting, durable relationships with your patients Fostering positive encounters: Navigable Facilities No-Wait Visits Respectful Interactions – Patients want to feel as though they are maintaining control and are part of the process. Easy Payment – CareCredit can help create financing solutions for patients. How to customize your marketing to your patient’s needs – Sending patients what’s relevant to their particular situation. Tina Soika discusses the importance of creating an “incredible customer experience,” an expectation that potential clients now have in today’s marketplace. This expectation has been shown to trump other loyalty drivers, such as cost or clinical quality, in importance. One way to garner patient loyalty and a positive customer experience is for office staff to maintain a line of communication with their clients, either by phone or email, as a way to show they are attentive and responsive to current or future needs their patient may have. Additionally, patients want to know their hearing care practice provides...

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It is just part of the day in the life of an audiologist: new patients. And inevitably, they will have the same questions and concerns that the person before them had. Losing your hearing is a terrifying prospect, but it’s not the only concern patients will have on their minds. If you want to create a more productive environment, which, in turn, will lead to greater retention, consider leading the appointment by addressing patient’s top five concerns right off the bat. Before your patients even have a chance to ask. It Costs Too Much It should come as no surprise that the...

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