How to Improve Post-Touchpoint Trust

Patient trust isn't something you can survey your way back to. I've been in enough conferences and boardrooms where executives genuinely believe their latest CAHPS scores tell the whole story. Meanwhile, their contact centers are creating friction at every single touchpoint. After years of working with healthcare leaders who actually move the needle, one thing becomes crystal clear: trust is rebuilt through intentional design, not accidental hope. 5 ways contact centers can become trust-building engines: 1. Shift from reactive to proactive engagement Stop waiting for problems. Automated appointment reminders, preventive care outreach, and follow-up calls for care plan adherence show patients you're invested in their outcomes, not just their transactions. 2. Empower agents as patient navigators AI handles routine tasks so agents can focus on complex needs. When you transform agents into care coordinators with comprehensive empathy training, technology amplifies human compassion instead of replacing it. 3. Address health equity through culturally responsive care Multilingual support in a wide variety of languages, training on Social Determinants of Health, and understanding community-specific barriers. Trust requires meeting patients where they are, not where we think they should be. 4. Eliminate billing confusion and access barriers Real-time insurance verification, upfront cost communication, and streamlined prior authorization processes. Financial transparency is healthcare transparency. 5. Create patient-led quality improvement Real-time feedback collection, patient advisory councils for service design, and visible changes based on patient input. Trust is earned through consistent action, not just good intentions. The organizations that get this right understand something fundamental—your contact center isn't just handling calls. It's either building bridges or burning them down, one interaction at a time. The real question: Is your contact center designed to earn trust, or just process volume? Drop your biggest challenge below—I'd love to hear what's working (or not working) in your experience. 👇 #PatientExperience #HealthcareLeadership #ContactCenter #HealthEquity #TTECHealthcareSolutions

I didn’t win my first users with features. I won them with trust. Here’s how I built it. ✅ I don’t start with a pitch. I ask questions. “What’s your biggest struggle with content right now?” “What have you tried that didn’t work?” This helps me understand their world—before I even mention my product. ✅ I treat early users as collaborators, not just customers. Their feedback is gold. They tell me what’s confusing, what’s useful, and what’s missing. They help shape the product roadmap more than any spec sheet. ✅ I follow up personally. After someone uses the tool, I check in. “Was it smooth? Where did you get stuck? What would make it 10x easier?” These small touchpoints go a long way in building long-term trust. ✅ I’m transparent about what’s ready and what’s coming. I never overpromise. Instead, I say: “That feature isn’t ready yet, but we’re working on it—and I’d love your input.” In a world of automation, early-stage trust is still built one human at a time. If you’re building something new, don’t wait for perfection. Start conversations. You’ll build something better, and more importantly, you’ll build belief.

Client touchpoints shouldn’t feel pushy. They should feel like what they really are: Building real relationships. But many client-facing professionals hesitate to follow  up, worried they’ll seem self-serving. But here’s the shift: When your touchpoints come from generosity, following  up feels: ✅ Natural ✅ Helpful ✅ Human Need to follow up with a client soon? Here are 7 of my favorite trust-building touchpoints that  don’t feel like “selling”: 1. Ask for their perspective → “What shifts are you seeing in your market?” → Let their insights guide your next step → People love being asked what they think 2. Make an introduction → Connect them to someone who can help → Be specific about the value on both sides → Follow up later to see how it went 3. Invite them to something meaningful → A small dinner with peers they’ll enjoy → A virtual panel on a topic they care about → No pitch. Just people they’d want to meet 4. Offer a Give-to-Get → “Want to spend 30 minutes tackling that challenge?” → Share helpful ideas, no strings attached → Let value lead to the next conversation 5. Congratulate and recognize them → Repost their big news with a kind comment → Mail a handwritten note (or flowers!) → Celebrate the personal wins too 6. Send a helpful article → Share something outside your company blog → Add a quick note: “Thought of you when I read this.” → Make it clear you’re thinking of them 7. Send a thoughtful “just because” note → “What you said in that meeting stuck with me.” → Mention their new puppy or kid’s graduation → Yes, snail mail is still magic In the end, it’s not about being remembered. It’s about being helpful. When you show up generously, without pressure, you’re  not just keeping in touch. You’re building something real. Pick one. Try it this week. Let me know how it goes. ♻️ Valuable? Repost to help someone in your network. 📌 Follow Mo Bunnell for client-growth strategies that don’t feel like selling. Want the full infographic? Sign up here: https://lnkd.in/e3qRVJRf 

Let’s talk about something commonly overlooked in luxury: the after-sales experience.   The mere mention of after-sales service often triggers frustration and painful memories for many customers. I still remember returning to the boutique where I purchased my watch to address an issue, only to feel like I was no longer a valued client but a problem to be managed. Nothing about the way it was handled felt pleasant. That experience left a lasting stain on my perception of the brand.   Regrettably, this isn’t an isolated case. In luxury retail, where brands pride themselves on exceptional craftsmanship, exclusivity, and emotional connection, the after-sales experience often falls short.    Our insights at CXG confirm that how a brand handles issues after the purchase directly impacts long-term loyalty. Yet, customers often walk away from after-sales experiences feeling frustrated and undervalued. The repair process can be a hassle, with unclear warranty terms, long wait times, and little to no follow-up. Worse, repair costs can feel excessive, and all of this leaves the customer feeling that the brand is indifferent to them.    The after-sales service is often treated as an afterthought, but it holds the potential to become a defining factor in customer loyalty. The Service Recovery Paradox, which I've previously talked about here: https://lnkd.in/daiqECB3, discusses how effectively resolving a service failure can strengthen customer relationships. But why do so many luxury brands continue to struggle with this critical touchpoint? One of the biggest challenges is organizational: after-sales services are often managed as a cost center. That leads to underinvestment in training, technology, and customer-centric processes. On top of that, frontline teams frequently lack the authority to resolve issues effectively, which ends up in interactions that further frustrate customers instead of reassuring them.   Luxury brands that recognize after-sales service as an extension of the customer experience can set themselves apart. Here’s how: -Teams Empowerment: Equip staff with the tools and authority to resolve issues quickly, turning a moment of frustration into a positive brand experience. -Enhance Communication: Create transparent, proactive communication channels to keep customers informed at every step, reinforcing trust. -Solicit Feedback: Actively seek and act on customer feedback to refine after-sales services and show that their concerns matter. Luxury is no longer just about the product—it’s about the entire experience, from the first interaction to long after the purchase. Brands that embrace this shift will not only build stronger customer advocacy but also set new industry standards. Have you ever had a disappointing or exceptional after-sales experience? I'd love to hear your thoughts. #LuxuryRetail #CustomerExperience #AfterSalesService #CXStrategy