Elizabeth Rutledge, Chief Marketing Officer at American Express, discusses her responsibilities and partnerships, the intersection of luck and mentorship, the importance of customer service and staying ahead of competitors, the transformation of work and blending of lives, the impact of parenthood on management style, building diverse teams, and managing time.
Building strong relationships between the client and agency side leads to more honest conversations and better results.
American Express focuses on putting the customer at the center, delivering seamless experiences, and constantly adapting to meet customer needs.
Deep dives
Building Strong Relationships for Extraordinary Work
One of the main takeaways from the podcast episode is the importance of strong and longstanding relationships between the client side and the agency side for achieving extraordinary work. It is emphasized that having someone who has worked at both the client side and agency side can remove pretense and lead to more honest conversations and better results. This speaks to the need for collaboration, transparency, and open communication in order to foster productive relationships and drive successful outcomes.
The Transformation of American Express
The podcast episode highlights the transformative journey of American Express, both in terms of its marketing and its business model. With the goal of making the brand essential to customers' lives, American Express has focused on putting the customer at the center, delivering seamless and valuable experiences, and constantly evolving to meet customer needs. The discussion also touches on innovations in the payments industry and the changing dynamics of work, highlighting the company's commitment to adapt and provide products and services that meet the challenges of a blended and evolving life.
The Power of Live Experiences and Brand Building
The episode explores the value of live experiences and brand building, particularly at pop cultural moments, in creating meaningful connections with customers. American Express is recognized for its pioneering role in incorporating physical experiences into its marketing mix. These include providing unique concert experiences, US Open activations, and Centurion lounges as havens amid chaotic travel. The discussion also emphasizes the importance of authenticity and connecting with customers through brand experiences that reflect the company's history, values, and commitment to service.
Empowering Women and Building Diverse Teams
The podcast episode sheds light on Elizabeth Rutledge's passion for empowering women and building diverse teams. She discusses the importance of mentorship and helping the next generation of leaders, especially women, to build their personal brands. Rutledge emphasizes the need to create a gender-inclusive community and raise awareness about unconscious bias. She highlights the value of diversity in driving better results, reflecting customer insights, and fostering innovation. Rutledge also discusses her belief in the power of relationships, transparency, and empathy in building successful teams and delivering outstanding work.
Elizabeth Rutledge is Chief Marketing Officer at American Express, overseeing global media, communications, sponsorships, experiences, strategic planning and customer insights for one of the world's most respected and admired brands. Over 30 years, Elizabeth has made her career at American Express, holding a wide array of responsibilities, including US Card Products and Benefits, Charge portfolio, Co-Brand products, Membership Rewards, and Global Network Marketing. She is currently the Executive Sponsor for American Express’ Global Millennial Network and plays an active role in the company’s Women’s Interest Network. She also serves on the Boards of Directors for the YMCA of Greater New York and the Association of National Advertisers. Elizabeth is a graduate of Princeton University and holds an MBA from NYU.
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