“Trust me.”
We’ve all heard the phrase a million times. But what makes one person or brand’s plea for trust more credible than others?
We’ve recently been exploring this theme with a health system client. Think about your own experience. Which brands have really earned your trust? Why do you trust them? And how does your level of trust influence future purchase decisions?
I recently saw this post about strategies used by financial services brand, Charles Schwab, to continually deepen trust with its customers.
I think many parallels can be drawn between financial services and healthcare in terms of why it’s critical to gain consumer trust. Both industries handle people’s most vital information and transactions. Money and health are arguably two of the most critical and, certainly, most personal aspects of running the business of life.
Schwab’s well known “Talk to Chuck” campaign, works to truly understand consumer concerns about working with a brokerage firm. Messaging speaks candidly about those concerns in real, human terms.
The next iteration of the campaign, “Fuel the Movement” is described in the Schwab Talk blog:
Just like the first “Talk to Chuck” ads that launched six years ago, we truly mean what we say—good investing should start with a conversation. And we believe that it’s our role to listen carefully to clients to understand their unique needs before doing anything else.
We believe that investors today want plain talk. That means tangible solutions for their specific situations and transparency about cost.
Sounds familiar, doesn’t it? Health care consumers today also want someone who will listen carefully, provide specific solutions and provide cost transparency.
Schwab is engendering trust by addressing concerns and focusing on integrity, candor, engagement, and straightforward actionable ideas packaged in a wrapper of plain talk. In today’s jaded, cynical consumer environment, it’s a refreshing approach that stands out.
Schwab also highlights third-party ratings and customer testimonials on its website to back up its brand promise of “Trust Us.” Healthcare marketers typically have access to both of these third-party endorsements as well.
I think we can all learn some great lessons from Schwab. What are you doing to engender trust for your brand?

Posted by Julie Robinson 







