EP234: Customer Experience Drives Trust, and the Two Together Drive Outcomes, With Claire Sporton of Confirmit

Customer Experience Drives Trust, and the Two Together Drive Outcomes, With Claire Sporton (EP234)

Who Will Be the Next JetBlue of Health Care? Episode 234.

Trust in US hospitals dropped 8 points in the 2019 Edelman Trust Barometer, with pharma, biotech, and insurance holding at levels that were already low. In this episode, Stacey Richter talks with Claire Sporton, SVP of customer experience innovation at Confirmit, about why customer experience and trust are inseparable — and why a 5% increase in customer retention can translate to a 25% increase in business returns.

WHAT YOU'LL LEARN

✅ Why trust in hospitals, pharma, and insurance carriers matters for whether patients return and whether organizations can actually collaborate

✅ Seth Godin's distinction between feeling "transactional" versus "relational" — and why patients can tell the difference

✅ Why a 5% increase in customer retention can drive a 25% increase in business returns, and what that might mean if applied to health care outcomes

✅ Claire Sporton's take on who could become "the JetBlue of health care" by building trust through customer experience

WHY THIS MATTERS

Without trust, entities across health care — pharma and health systems, carriers and health systems, health systems and patients — can't build the kind of relationships that actually improve outcomes. Claire Sporton's framing suggests that customer experience isn't a soft metric bolted onto care delivery; it's the mechanism that makes coordinated, trusted care possible in the first place.

=== LINKS ===

🔗 Show Notes with all mentioned links: Episode Page

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