Podcast Summary: Marketing Beyond with Alan B. Hart
Episode 4: Unleashing Growth with the ‘Yes, And’ Strategy with Jen Garbach, CMO at PNC Bank
Release Date: March 5, 2025
Introduction
In Episode 4 of Marketing Beyond, host Alan B. Hart engages in an insightful conversation with Jen Garbach, the Chief Marketing Officer (CMO) at PNC Bank. Jen brings over two decades of experience in the financial and professional services industries, having held leadership roles at prestigious organizations like PayPal, Capital One, and Thomson Reuters. This episode delves into her journey, strategic initiatives at PNC, and her innovative approach to marketing through the ‘Yes, and’ strategy.
Jen Garbach's Journey to PNC
Jen begins by sharing her humble beginnings, recalling her first job as a cart pusher at Wegmans. This early experience instilled in her a strong work ethic and a passion for customer service. She transitioned from grocery stores to a consulting career at Deloitte, where she honed her problem-solving skills across various industries, including healthcare and financial services.
After earning her MBA from Duke University’s Fuqua School of Business, Jen joined Thomson Reuters through their post-MBA rotational program, gaining invaluable global business and product strategy experience. Her tenure at Capital One marked a significant shift toward marketing, where she led large-scale transformation projects, particularly focusing on Capital One’s card business and the launch of new products like VentureX.
In June 2023, Jen took on the role of CMO at PNC Bank, where she leads a team of approximately 200 marketing professionals. Her extensive background has equipped her to spearhead innovative marketing strategies aimed at driving growth and modernizing the organization.
Rebranding PNC Bank: The 'Brilliantly Boring' Strategy
One of Jen’s most notable initiatives at PNC is the comprehensive rebranding effort, culminating in the tagline “Brilliantly Boring”. This bold move was aimed at differentiating PNC in a crowded banking marketplace dominated by larger incumbents.
Understanding the Need for Rebranding
[07:16] Jen Garbach explains, “For a 160-year-old organization, launching a new brand is a massive undertaking. We recognized that while PNC was growing steadily, we weren’t effectively communicating our national scale and unique capabilities to the market.”
Developing the 'Brilliantly Boring' Concept
The rebranding process began with extensive internal consultations and a listening tour to understand what made PNC unique. Two key insights emerged:
- Empathy Advantage: PNC’s authentic commitment to building relationships and serving customers stood out.
- Conservative Risk Profile: PNC’s steady and reliable management style was both a strength and a point of differentiation.
[10:14] Jen notes, “We translated ‘boring’ into a superpower, emphasizing our reliability and consistent delivery of excellent customer experiences. This unique positioning allowed us to stand out without directly competing on marketing spend.”
Implementation and Internal Reception
The campaign was not just external but also deeply embedded within the organization. Internal engagement was high, with “Brilliantly Boring” merchandise like T-shirts becoming the number one selling item in PNC’s internal brand store. This internal buy-in was crucial for the campaign’s successful rollout.
[11:36] Jen adds, “It’s not just an advertising campaign. Everyone at PNC embodies this philosophy in their roles, ensuring that our brand promise is consistently delivered.”
Marketing Strategy: The Iceberg Metaphor
Jen employs the iceberg analogy to describe PNC’s marketing strategy:
- Visible Tip: The external branding and advertising campaigns that the public sees.
- Under the Surface: The robust internal systems, data infrastructure, and processes that support and sustain the brand promise.
[13:14] Jen states, “You can’t just launch a creative ad campaign and hope it succeeds. The entire ecosystem behind it must be strong and aligned with our brand values.”
Her focus is on transforming PNC’s marketing department from a traditional delivery function into a dynamic growth engine. This involves enhancing internal capabilities, leveraging data for informed decision-making, and ensuring that every marketing strategy directly ties to tangible business outcomes.
Leadership and the ‘Yes, And’ Strategy
Jen’s leadership style is deeply influenced by the ‘Yes, and’ philosophy from improvisational theatre, which she applies to foster collaboration and innovation within her team.
[20:05] She explains, “The fundamental premise is to build on others’ ideas rather than shutting them down. It’s about starting with a ‘yes’ to keep conversations moving forward and creating an open environment for creativity.”
This approach has been pivotal in driving PNC’s marketing transformation. By encouraging her team to embrace possibilities and collaboratively tackle challenges, Jen has cultivated a culture of continuous improvement and adaptability.
Personal Insights and Advice
Jen reflects on her formative experiences, particularly her six-month study abroad in Quito, Ecuador, which taught her adaptability and resilience in unfamiliar environments. She emphasizes the importance of these traits in navigating the ever-changing landscape of marketing.
When asked about advice for her younger self, Jen advises:
[24:04] “Nobody else is thinking about you as much as you are. Advocate for yourself, but also give yourself grace. Let setbacks roll off and maintain perspective.”
AI Preparedness and Marketing Trends
A significant portion of the conversation centers on AI preparedness in marketing. Jen discusses the dual nature of AI as both an opportunity and a challenge:
[25:16] “How can my team and I prepare for a future where AI’s role in marketing is still evolving? In a regulated industry like banking, adopting generative AI comes with constraints, but proactive learning and upskilling are crucial.”
She underscores the importance of balancing innovation with regulatory compliance, ensuring that PNC remains at the forefront of technological advancements while maintaining trust and reliability.
Opportunities and Threats in Modern Marketing
Jen identifies the rapid pace of change in data technology, privacy regulations, and customer expectations as both the largest opportunity and threat facing marketers today.
[30:27] “If you’re not building agility into your marketing strategy and capabilities, you risk being left behind. Conversely, those who can adapt quickly will lead the way in managing privacy, personalization, and data-driven insights.”
She emphasizes that agility and a robust marketing infrastructure are essential for navigating the complexities of modern marketing landscapes.
Conclusion
Jen Garbach’s strategic vision and innovative approaches at PNC Bank exemplify how effective marketing can drive substantial business growth. Her emphasis on authentic branding, collaborative leadership, and adaptability positions PNC as a forward-thinking institution ready to meet future challenges.
Notable Quotes:
- Jen Garbach [07:16]: “For a 160-year-old organization, launching a new brand is a massive undertaking. We recognized that while PNC was growing steadily, we weren’t effectively communicating our national scale and unique capabilities to the market.”
- Jen Garbach [10:14]: “We translated ‘boring’ into a superpower, emphasizing our reliability and consistent delivery of excellent customer experiences.”
- Jen Garbach [20:05]: “The fundamental premise is to build on others’ ideas rather than shutting them down. It’s about starting with a ‘yes’ to keep conversations moving forward and creating an open environment for creativity.”
- Jen Garbach [24:04]: “Nobody else is thinking about you as much as you are. Advocate for yourself, but also give yourself grace. Let setbacks roll off and maintain perspective.”
- Jen Garbach [30:27]: “If you’re not building agility into your marketing strategy and capabilities, you risk being left behind. Conversely, those who can adapt quickly will lead the way in managing privacy, personalization, and data-driven insights.”
This episode offers valuable insights into strategic rebranding, leadership in marketing, and the critical role of adaptability in today’s fast-paced business environment. Jen Garbach’s experiences and philosophies provide a roadmap for marketers aiming to drive growth and foster innovation within their organizations.