JPMorganChase CMO Carla Hassan, on What Happens When the Product Doesn't Speak for Itself

Having previously led marketing at physical-product giants like Kellogg, PepsiCo, and Toys "R" Us, JPMorganChase CMO Carla Hassan offers a unique perspective on what changes when your product becomes completely intangible. When 84 million customers entrust an institution with their savings and financial futures, trust isn't built on a retail shelf, it’s created or destroyed in the quiet consistency of 320,000 employees and 5,000 branches executing every single daily interaction. In this episode, Seth and Carla discuss why brand reputation relies on human connection in physical branches and seamless enterprise alignment,  the dangerous trap companies fall into of shipping their internal org structure to the end user, and why category leaders can never afford to get comfortable, even at the top of their industry. Create or Destroy: Reimagining Marketing with Seth Matlins is produced by The Wisdomous Company and the Vox Media Podcast Network. Follow the podcast on Instagram / TikTok: @createordestroypod Learn more about your ad choices. Visit podcastchoices.com/adchoices