What Live Nation Gets Wrong About Trust (And Why It Matters to You)
Here’s the paradox when it comes to Live Nation and their subsidiary Ticketmaster.
We love the convenience.
We hate the experience.
Buying tickets online is easy, safe, efficient.
And yet…
The fees.
The friction.
The feeling you’re being worked.
Now we find out—behind the scenes—executives were mocking their own customers.
That didn’t create the problem.
It revealed it.
And here’s why that hit such a nerve.
People work hard to save money on everyday things—
shopping at Walmart, ordering on Amazon—
so they can spend on what really matters.
Experiences.
Moments.
At the highest level—transformation.
So when the experience itself feels extractive…
or worse, disrespectful…
It’s not just frustrating.
It feels like a betrayal.
When customers feel disrespected, they don’t need proof—they feel it in the experience.
This just made it undeniable.
The Reality: Your Patients Aren’t Confused. They’re Cautious.
Most practices think they need more awareness.
They don’t.
Patients already know what you do.
They’ve seen the ads.
They understand the promise.
What they don’t have is certainty.
Recent industry data shows interest is up—but so are questions. Way up. Take the LASIK category, which has been struggling in recent years: interest is rising, but hesitation is rising faster.
That’s not curiosity.
That’s hesitation.
And here’s the part most practices miss:
Patients aren’t asking you.
They’re on Reddit.
They’re watching TikTok.
They’re in Facebook groups.
Listening to strangers.
Because they don’t fully trust the answers they’ll get from you.
The Shift: Trust Isn’t Built by Marketing. It’s Built by Experience.
You don’t lose trust in one moment.
You lose it in the process.
When the experience feels:
- Rushed
- Scripted
- Transactional
Patients don’t push back.
They pull away.
“I’ll think about it.”
“I need to do more research.”
Those aren’t objections.
They’re trust gaps.
In PX90, we say it simply:
Patient experience isn’t about being nice.
It’s about removing doubt.
When you do that:
- Decisions happen faster
- Price matters less
- Teams feel less friction
PX90 is built to help practices make that shift. If you are curious where your practice sits on this chain today, a PX FitCheck is a good place to start.Learn more at pxmovement.com