Regaining consumer trust – how healthcare providers can leverage the consumer's total experience

Alastair Bruce
Global Healthcare, Research International, United States

Luc Rens
Qualitatif and Super Group®, Research International, United States


It has become increasingly harder for healthcare industry players to connect with the new consumer, who is healthier, wealthier and better informed than ever before. In this changing world, intense consumer connections are often based on trust. Some would argue that trust is the oil in the machine of modern culture. Trust in the state, nation, authority, religion, trust in progress and innovation, marriage and the family, trust in justice and our own identity are all “under review” as trust has been subverted in post-modern society.