Market Experience (MX)

Trust is the most valuable currency in healthcare, influencing whether consumers and patients choose an organization, recommend it to others, and return for care. Yet as recent NRC Health research shows, trust is not static; it is directly shaped by how well — and how consistently — expectations created through brand promise and reputation align with real-world consumer and patient experience, and vice versa. →

Ryan Hatt, Director of Customer Success at NRC Health, and Tom Kirby, Senior Director of Strategic Marketing and Intelligence at UPMC, discussed the importance of brand strength amid new competition from companies like Amazon and Dollar General during a special recording of SHSMD’s Rapid Insights podcast. →