Building Trust for Maximum ROI: Lessons From the Field on Earning and Maintaining Trust

Do you have my best interests at heart? Do I believe that you’re competent? If prospects can’t answer “yes” to both of those questions, most will delay their decision process or look elsewhere. In this session, we will examine the science behind trust and what makes hard decisions hard. We will look at examples of how trust is earned or lost, from both inside and outside senior living. And we will challenge attendees to think about how they make hard decisions in their own lives. Our panel will bring perspective from real-world examples and data-based insights. Mike Thompson, Director of Marketing at Brightview Senior Living will discuss what makes a website trustworthy and how subtle details can make a big difference. Simi Brady, Director of Marketing Strategies at LCS, will share her insights on how sales advisors can launch stronger prospect relationships when a relationship is built on a foundation of trust — right from the first touch. Plus, Roobrik will share data from more than 10,000 completed consumer online assessments, illuminating how online decision support tools can turn a skeptical web visitor into a new resident. In addition to audience demographics, Roobrik data will reveal how decision support tools can help older adults and families weigh their needs and preferences, feel understood, and ultimately decide to talk to a sales advisor. Throughout the presentation the panel will invite audience participation to drive home the universal desire for authentic guidance when any of us are faced with hard decisions. Participants will leave with ideas proven to instill trust and move prospects forward on their buyer’s journey.

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