Audicus Makes Hearing Aids 70% More Affordable by Serving Customers Online.

Audicus Makes Hearing Aids 70% More Affordable by Serving Customers Online. Allison Becker & Drew Wingert HLAA Webinar February 10, 2016

The Problem 40 Million Americans with Hearing Loss (mostly 50+) One in Four Has a Hearing Aid The Main Reasons are Price & Stigma Source: clker.com

Process is Complicated and Expensive 1 2 3 + Warranties + Servicing $2000- $4000 (per ear) (w/o insurance coverage) 5 4

with Big Markups AUDIOLOGIST/ COMPONENTS MANUFACTURER CONSUMER RETAIL Product / Service Price / Cost to Produce Six manufacturer s Chips, Mics & Parts Six manufacture rs R&D, Assembly & Wholesale Thousands of brick & mortar clinics Testing, service, sale 50+ Generation $10s $100-300s $300-600s $2000-5x-7x $4000

Why this Now? e-commerce has Evolved Transformed Retail w/ Unprecedented Service and Transparency (in Healthcare)

Why this Now? 50+ Generation is Rapidly Flocking Online % of Americans who use the internet

Why this Now? Unprecedented Levels of Health Information Online Source: PEW Center for Internet, 2013

The Solution: A Transparent, Affordable Online Channel for Hearing Aids 1 2 BROWSING PROFILING 3 PURCHASE 4 POST-SALE Dia ($599) User can browse models on Audicus.com Full specialist support: - email, chat window - dedicated helpline Users submit their audiogram and Audicus audiologist custom-programs their hearing aid(s) Secure checkout Final Price: $600 [not $2500 ] Free delivery in the mail 45-day trial period: happiness or cash back One-year warranty CRM/audiologist support

Audicus: from Offline to Online 9

Audicus: from Offline to Online Telecoil option!

Traction $20 million in saved costs Over 5,000 better hearing ears 3,000+ transformed lives Saved my Marriage. Got my Job Back. Hear Music. Hear my Grandchild. Featured in:

Customer Care Case Study A B C FIRST INTERACTIONS THE AUDICUS PROCESS POST-SALE 1. INITIAL COMMUNICATION TEAM METHODS 2. CASE STUDY FIRST-TIME FRED 3. GETTING TESTED EXPLAIN PROCESS GAME PLAN 4. AUDIOGRAM REVIEW PROTOCOL RECOMMENDATION 6. SHIPPING PACKAGING PROCESS 7. RELATIONSHIP MAINTENANCE ACTIVE FOLLOW UP ONLINE TOOLS 5. CUSTOMIZATION BASED ON HEARING PROFILE

Customer Care Case Study A B C FIRST INTERACTIONS THE AUDICUS PROCESS POST-SALE 1. INITIAL COMMUNICATION TEAM METHODS 2. CASE STUDY FIRST-TIME FRED

Customer Care Case Study A B C FIRST INTERACTIONS THE AUDICUS PROCESS POST-SALE 1. INITIAL COMMUNICATION TEAM METHODS 2. CASE STUDY FIRST-TIME FRED 1 Telephone Online Chat 2 3 Email

Case Study: First Time Fred Meet Fred. He s 62. He has difficulty hearing his wife and grandchildren and is always asking them to repeat themselves. After living in denial for many years, he has decided to learn his condition and his

Case Study: First Time Fred A B C FIRST INTERACTIONS THE AUDICUS PROCESS POST-SALE First Time Fred Education about hearing loss and hearing aids Help him find an ENT or audiologist Savvy Sam Replacement Rob Frustrated Fran Concerned Claire Education about technology and pricing Help him compare prices and specifications Compare with other products on market Explain how biz model cuts costs without sacrificing quality Inform her of how common her experience is Discuss our process Emphasize trial period and support Discuss our process Emphasize trial period Emphasize credibility (i.e., similarities between us and clinic)

Case Study: First Time Fred A FIRST INTERACTIONS B THE AUDICUS PROCESS C POST-SALE 3. GETTING TESTED EXPLAIN PROCESS GAME PLAN 1 Hearing Test 2 Sticker Shock 4. AUDIOGRAM REVIEW PROTOCOL RECOMMENDATION 5. CUSTOMIZATION BASED ON HEARING PROFILE 3 Send Hearing Test 4 Get Support

Case Study: First Time Fred A FIRST INTERACTIONS B THE AUDICUS PROCESS C POST-SALE 3. GETTING TESTED EXPLAIN PROCESS GAME PLAN 4. AUDIOGRAM REVIEW PROTOCOL RECOMMENDATION 5. CUSTOMIZATION BASED ON HEARING PROFILE Audiologist Customization Programming with custom software Tuned to individual hearing profile Different domes for differing hearing loss Unlimited adjustments Directly available to Audicus customers

Case Study: First Time Fred A FIRST INTERACTIONS B THE AUDICUS PROCESS C POST-SALE 6. SHIPPING PACKAGING PROCESS 7. RELATIONSHIP MAINTENANCE ACTIVE FOLLOW UP ONLINE TOOLS

One-on-one relationship from start to finish Case Study: First Time Fred A FIRST INTERACTIONS B THE AUDICUS PROCESS C POST-SALE 6. SHIPPING PACKAGING PROCESS 7. RELATIONSHIP MAINTENANCE ACTIVE FOLLOW UP ONLINE TOOLS Rigorous Follow Up Process Begin four days after user receives hearing aids

Case Study: First Time Fred A FIRST INTERACTIONS B THE AUDICUS PROCESS C POST-SALE 6. SHIPPING PACKAGING PROCESS 7. RELATIONSHIP MAINTENANCE ACTIVE FOLLOW UP ONLINE TOOLS Instructional Videos Supplementary to phone, email and chat support

Case Study: First Time Fred A FIRST INTERACTIONS B THE AUDICUS PROCESS C POST-SALE 6. SHIPPING PACKAGING PROCESS Audicus Reprogramming Survey 7. RELATIONSHIP MAINTENANCE ACTIVE FOLLOW UP ONLINE TOOLS

The Next Frontier: Hearing Test Old School Diagnostics Source: drarunlnaik.com/

The Next Frontier: Hearing Test New School Diagnostics: The Audicus Mobile Hearing Test

The Next Frontier: PSAP Increasing opportunities for people who need help in select listening environments

Discount Code: HLAA2016 $100 of a pair of Alto RICs