Blog - customer experience

Patient engagement in healthcare is built on trust, and trust comes from clear communication and frictionless digital experiences. Many patients stay with providers out of inertia, so organizations that reduce switching barriers and invest in the patient experience gain a real competitive edge. Strong engagement also requires alignment between marketing, HR, communications, and clinical teams. Learn how to turn every touchpoint into a trust-building moment.

Healthcare marketing continues to evolve around one central truth: trust drives engagement, and engagement drives growth. As patient expectations continue to change, marketing leaders are taking a closer look at how they show up. That’s why we’ve compiled some of our best healthcare marketing content. Each article tackles different challenges, so you can focus on the ideas that feel most relevant to your strategy this year. 

You can’t out-perk a trust problem. Try as many brands might, they can’t seem to get past building their loyalty strategies around symptoms of the deeper issues they’re ignoring. This reactive approach leads to pouring money into the same three “fixes”: richer loyalty perks, sleeker UX updates, and shiny new branding. In this edition of Plain Talk, we’ll explore the main reasons why your customer loyalty strategy is failing and what you can do about it.

Patient loyalty is built through consistent, meaningful interactions at every stage of the care journey. Pre-visit touchpoints like personalized reminders and introductions set expectations and establish trust before a patient ever walks in. During-visit experiences and post-visit follow-ups either reinforce or weaken that trust, while ongoing preventive campaigns signal that care is continuous. Metrics like repeat visits, retention, NPS, and referral volume prove whether loyalty is actually working. Get the playbook for turning everyday interactions into lasting patient relationships.

Patient engagement improves when content is treated as part of the care itself, not a supplement to it. The right messaging bridges knowledge gaps and reinforces trust at every touchpoint along the care journey. Healthcare marketers can strengthen engagement through personalized messaging, intentional timing, and ethically grounded trust-building. Discover how to make every piece of content pull its weight.

Patient trust now takes shape online long before a first appointment is ever booked. More than 80% of patients read reviews before scheduling, even when they already have a referral, and online sources are outpacing personal recommendations as the go-to for provider research. Healthcare organizations that actively manage their digital reputation through reviews, social presence, and transparent communication are better positioned to win and keep patient trust. Learn how to take control of your reputation before patients form their own conclusions.

Acquiring a new bank customer costs five to seven times more than keeping an existing one, and JD Power data shows a growing number of customers are open to switching. Banks and credit unions can deepen relationships and reduce churn by investing in consistent cross-channel experiences, AI-driven personalization, and frontline staff enablement. Engagement-based loyalty programs and financial wellness education add another layer of stickiness that competitors struggle to match. See how to keep customers before someone else courts them away.

Patient expectations have shifted since the pandemic. Patients now expect digital convenience, but they won’t trade personal connection for it. Modern patient engagement requires healthcare marketers to lead with empathy and authenticity across every touchpoint, from content and digital experiences to how providers communicate. See how to design engagement that patients actually feel.

The restaurant’s staff was “in the weeds” a lot more than a typical Saturday night and it was starting to overtake the kitchen. A full house of four and six-top tables loaded with hungry guests was starting to get antsy, and the manager knew that her reputation was on the line every time they got slammed like that. But it’s OK. She knew it was coming. In this edition of Plain Talk, we’ll reveal the most direct cause of customer loyalty. Then, we’ll look at improving the employee experience and how it flows into creating customer loyalty.

In Santa Clara County v. Southern Pacific Railroad (1886), the Supreme Court held that the Fourteenth Amendment applied to corporations, legally establishing what is referred to as corporate personhood.
While this decision was based strictly on legal reasons, nowhere does the personhood of a corporation ring truer than in its brand. In this edition of Plain Talk, we’ll look at three famous quotes about the importance of personal authenticity and apply them to brand authenticity.