On this episode, Gina Hardy, Chief Marketing and Experience Officer at Chamberlain Group, discusses the evolution of customer experience in the digital-first world. She emphasizes the importance of understanding the customer and their needs, using data to anticipate needs, and effectively communicating complex products to consumers. Gina shares her experiences in marketing, including her role in shaping myQ’s product journey and successful campaigns with LeBron James and Serena Williams for Tonal. Plus, she highlights the power of storytelling in creating memorable brand experiences.

Key Insights:

• Understanding the customer and their needs is crucial in creating a great customer experience.
• Data can be used to anticipate customer needs and create personalized experiences.
• Effectively communicating complex products to consumers is a challenge that requires concise and compelling messaging.
• Storytelling is a powerful tool in creating memorable brand experiences.
• Creating a memorable customer experience requires balancing intrigue with informative content and understanding the customer journey.
• Fostering a culture of innovation and prioritizing the employee experience are key to building a successful brand.
• Feedback is crucial for growth and should be encouraged and acknowledged in order to create a safe space for ideas.
• AI can enhance customer care and marketing, but it requires continuous iteration and data-driven decision-making.
• Opinions and assumptions should be validated through customer research and feedback to ensure that products and marketing efforts meet customer needs.

About the Guest:

“Gina Hardy is the Executive Vice President and Chief Marketing and Experience Officer (CMEO) at Chamberlain Group.

Gina is an award-winning leader with over 20 years of omnichannel marketing experience. She excels at coupling the creativity of building a brand with the science of analytics, identifying customer needs to inform the brand strategy and journey.

Prior to joining Chamberlain Group, Gina served as an executive within the Uber organization, steering all B2C and B2B marketing and sales efforts as Chief Customer Officer. Before that, she served as the CMO at Tonal, where she led the charge on brand-building campaigns with iconic athletes LeBron James and Serena Williams – the latter recognized as one of the ‘Most Innovative Campaigns’ of 2022 by Fast Company. Gina also previously spent over a decade leading marketing and consumer insights for the Gatorade brand.

Gina graduated with a BBA from the University of Michigan Business School and holds an MBA from the Kellogg School of Management at Northwestern University.

Gina lives in the western suburbs with her husband, two children, and their ‘spirited’ French bulldog, Gigi. In her free time, you can find Gina spending time with her family, working on her golf game—a recently acquired hobby—and traveling.”

—

If you found this episode insightful, please rate us on Spotify and Apple Podcasts.

Subscribe Now: https://www.youtube.com/@ExpertsofExperience?sub_confirmation=1

—

How can you bring all your disconnected, enterprise data into Salesforce to deliver a 360-degree view of your customer? The answer is Data Cloud. With more than 200 implementations completed globally, the leading Salesforce experts from Professional Services can help you realize value quickly with Data Cloud. To learn more, visit salesforce.com/products/data to learn more.

—

Mission.org is a media studio producing content alongside world-class clients. Learn more at http://www.mission.org.