Kathryn: Rob is the Sr. Director of Practice Services for Sonova, leading loyalty programs for all US brands including Phonak Inner CircleSM.
Hi, Rob. What can you tell us about Inner Circle, and why should a hearing care professional become a member?
Rob: Hi, Kathryn. Thank you for having me. The Inner Circle program is designed to equip members with the tools and services needed to succeed in today’s hearing healthcare market. We’re by our members’ side every step of the way, and as a true partner, our success is an outcome of their success. Our focus, resources, and attention are aimed at our members – Phonak’s most loyal customers. From Success Points to Success Tools and White Glove Services, the Inner Circle Program enables members to distinguish their practice and stand out in their local markets.
Kathryn: What does the Inner Circle program promote and value?
Rob: Inner Circle promotes and values professional development and growth in the ever-changing hearing healthcare environment. We support best business practices and a commitment to the patient journey, and we focus on providing superior service for our members along with solutions to drive incremental growth.
Kathryn: So how is Inner Circle different from other loyalty programs?
Rob: That’s a great question. Insights from over a decade of benchmarking analyses enables us to identify the areas of business that have the greatest impact on a practice. We listen to our members and have continued to evolve the program to meet their needs. And while anyone can give points, Inner Circle gives members Success Points that can be invested in services and initiatives that drive success!
Kathryn: You mentioned Success Points. How do members earn points through Inner Circle?
Rob: Members earn Success Points for every hearing aid purchase, including Lyric subscriptions and renewals, with no limit to the number of points a member can earn. All technology levels earn points – Premium, Advanced, Standard and Essential; however, we are unable to offer Success Points on any state or federally funded unit.
With Inner Circle, members put their earned points to work for their practice! Success Points can be used to book marketing and business services or for the reimbursement of training and education, costs related to the provision of hearing services, or business-related expenses.
At Phonak, we support every facet of our customers’ business. We are flexible in our approaches to support a member’s goals and aspirations, whether it’s short-term funding, planning an exit strategy or expansion of their practice. We support our members’ entire business
Kathryn: Can you tell us more about the services?
Rob: Of Course. Inner Circle services are categorized as marketing or business tools.
Data-driven marketing continues to play a key role in growing a practice. Our highly skilled team of marketing specialists work closely with members to generate custom, multi-channel marketing plans designed to generate response. They manage the entire process from design to production and deliver the results of your plan. Success Points can also be used to purchase personalized promotional items which build brand awareness by keeping the practice’s brand front and center. These items make great gifts, door prizes, and giveaways.
As far as business tools, we’ve used data gathered through over a decade of benchmarking studies to design programs and resources proven to drive success among some of the most profitable practices in the industry. We’ve partnered with some phenomenal vendors and created effective eLearning courses to help our members grow their businesses and increase success.
Kathryn: What other benefits are available?
Rob: At Phonak, we support every facet of our customers’ business. We are flexible in our approaches to support a member’s goals and aspirations, whether it’s short-term funding, planning an exit strategy or expansion of their practice. We support our members’ entire business.
In addition to loans and financing, Inner Circle members also have access to an unparalleled customer care experience via our White Glove Services. These services are complimentary for Platinum and Gold Inner Circle members and include priority production handling and shipping, priority new product launches with trainings, demos, and marketing, and priority call handing with a special Live Hotline for Platinum Members. By minimizing the time spent on product-related matters, our members can maximize the focus on their patients and practices.
Inner Circle members also have the opportunity to attend R!SE, an exclusive annual event providing actionable learnings, tools and sharing of best practices from various industries, all designed to create a clinic-centric experience that results in advocates of your brand.
And to make things simple, our members have 24/7 access to the Inner Circle Dashboard where they can track the status of their account, explore various tools and resources, book services, and submit and manage reimbursement requests.
Kathryn: It sounds like you’ve designed a great program. Do you have any final comments?
Rob: Thank you. Ultimately, partnering with Phonak can help reshape the way a practice does business. Our experienced team members know what it takes to succeed in today’s market and partner with members to deliver a phenomenal patient experience resulting in increased success for their practice.
For more information about the Phonak Inner Circle program and becoming a member, click here.
Rob is the Sr. Director of Practice Services for Sonova, leading loyalty programs for all US brands. He has been with Sonova for more than 3 years and brings over 20 years of progressive sales, marketing and clinic operations experience to Sonova. Prior to joining Sonova, he led practice growth programs for over 350 North American clinic locations for GN Hearing and Amplifon.