What Big Banks Don’t Want You to Know About Customer Loyalty
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What Big Banks Don’t Want You to Know About Customer Loyalty
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In this episode of Branded, Ben Kaplan speaks with Jennie Platt, the Chief Marketing Officer of TD Bank US. With a career spanning American Express, Citi, and now TD, Jennie shares her unique perspective on how large financial institutions can remain genuinely connected with their customers.
She dives into TD's Unexpectedly Human brand promise, explaining how it’s more than just a tagline, it’s a company-wide commitment to understanding and anticipating customer needs. Jennie discusses the power of data-driven marketing, why personalization matters more than ever, and how TD is blending digital innovation with old-school human touch to redefine banking experiences.
From dog-friendly ATMs to real-time data insights, Jennie reveals the strategies behind TD's growth and how they're staying ahead in a rapidly evolving financial landscape. Whether you’re in marketing, finance, or just curious about how big brands build real connections, this episode is packed with insights you won’t want to miss.