Name: One Wrong Message Can Break Member Trust
Uploaded: 2025-05-17T10:00:14.000Z
Duration: 12
Description: Ever get a message from your health plan about quitting smoking—even though you’ve never smoked a day in your life? Kathleen Ellmore says this kind of...

Ever get a message from your health plan about quitting smoking—even though you’ve never smoked a day in your life? Kathleen Ellmore says this kind of irrelevant outreach doesn’t just miss the mark—it erodes trust. When communication feels generic, consumers tune out. And once you’ve lost their trust, it’s nearly impossible to get it back.

In this episode of Inspiring Women with Laurie McGraw, Kathleen shares how personalized engagement and behavioral science can help healthcare rebuild what careless communication destroys.

Listen to this week's episode now:

This episode of Inspiring Women was recorded at the WBL Summit, a leadership, networking, and professional development conference for WBL members that takes place each spring.

WBL is a network of 1500+ senior executive women in healthcare who convene to share ideas, make valuable connections, and solve business challenges. WBL’s mission is to connect and support our members in advancing their careers and impact on our industry.

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