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Let’s be frank: what your brand says and what it actually does are sometimes two very different things. With consumer expectations rising, they are now checking their receipts and making sure that the rhetoric stemming from a brand actually matches its actions.

“Consumers more than ever before, and customers more than ever before, look to make sure that what our brand is saying is what is delivered through every interaction and every touch point that they have in their experience. It’s a promise, made promise mindset. Your brand is your promise that you’re making, your customer experience is how you’re keeping that promise through each and every interaction.”

Tyrell Schmidt is the CMO for TD Bank, AMCB and Head of Global Brand for TD Bank Group, and on this episode of Marketing Trends, she discusses how TD adapts its marketing strategies to ensure they stay committed to the bank’s brand promise. She also touches on the unique ways TD continues to put the customer at the center of everything it does, and why the best way to attract new talent is to take a look internally. Enjoy!

Main Takeaways:

  • Know Your Voice: As consumer expectations rise, their behavior is changing as well. Consumers are now looking at brands and aligning their spending with brands that have values that align with their own. Brands need to make sure that they are very clear about what their values are and then they have to put their money where their mouth is.
  • A Great Experience Over a Great Campaign: Marketers need to shift their mindset from developing grand campaigns into delivering valuable experiences. When marketers create lasting experiences for consumers through all possible touchpoints, consumers trust that they will always get something good from your brand and loyalty will grow.
  • A Look in the Mirror: The best way to attract new marketing talent is by promoting a culture and atmosphere that breeds success. When that atmosphere exists internally, employees will be more bought in and you will find stars to promote from within.

Marketing Trends podcast is brought to you by Salesforce. Discover marketing built on the world’s number one CRM: Salesforce. Put your customer at the center of every interaction. Automate engagement with each customer. And build your marketing strategy around the entire customer journey. Salesforce. We bring marketing and engagement together. Learn more at salesforce.com/marketing.

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Episode 221