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Episode 6

Earning Trust in an Era of Uncertainty

October 7, 2021 | 45 mins

[C]reating a compassionate work environment where associates feel valued, and can voice their opinions and concerns freely, is essential.”

Dee Mc Laughlin | find it at 29:35

“I think it’s really important to get comfortable with the fact that leadership is a journey and become really adept at asking for and receiving feedback.” –

Dee Mc Laughlin | find it at 42:54

“…in our research, we saw that a vast majority of Gen Z are worried about their financial health in particular — and their mental health — much, much more than other generations.” –

Michelle Froah | find it at 20:55

But then there are more immediate tangible drivers of trust, like clear communication or direct access to their policy or their investment information. Or when we demonstrate genuine caring, and customers feel that we’re working on their behalf. 

Michelle Froah | find it at 12:39

Highlights

Identifying the best things brands can do to build consumer trust 

Understanding the Gen Z pressures influencing their purchasing behavior. 

Maintaining and protecting consumer confidence in your company. 

Turning a company misstep into an opportunity to rebuild trust. 

Summary

Trust is like money — hard to earn, easy to burn. In this episode of VFCS, WONGDOODY President Skyler Mattson brings together two global marketing mavens, MetLife Senior VP Michelle Froah and Capital Group Senior VP Dee Mc Laughlin, for a lively conversation about building consumer trust, maintaining it, and even restoring it after a misstep. They explore the unique pressures driving Gen Z’s evolving purchase behavior and delve into the importance of empathy in effective leadership.

Panelists

MICHELLE FROAH 9.22
Guest

Michelle Froah

Senior Vice President, Global Marketing Strategy & Sciences at MetLife

Michelle leads the stewardship of MetLife’s global brand and identifies insights and strategies to better anticipate and deliver on customer needs, drive stronger relationships, while measuring impact through analytics. She has had senior roles that built brands and innovation end to end with P&G, Kimberly-Clark and Samsung, where she was instrumental in Samsung’s brand re-building efforts in the aftermath of the Note7 recall, helping to re-establish trust with consumers. Michelle holds an MBA from the Tippie College of Business at the University of Iowa as well as a BS in Mechanical Engineering from Iowa State University.
Dee Mc Laughlin
Guest

Dee Mc Laughlin

Senior Vice President of Global Enterprise Marketing at Capital Group

Dee has 22 years of industry experience and has been with Capital Group, home of American Funds, for four years. Prior to joining Capital, Dee worked as a vice president of global marketing at Forever 21 and a senior vice president, brand marketing & creative at MTV Networks. Before that, she was a vice president of marketing at Virgin Entertainment Group working under Richard Branson. She holds a bachelor’s degree in English literature from Loughborough University, England.
Skyler Mattson
Host

Skyler Mattson

President of WONGDOODY

Over the past 18 years, Skyler has overseen the growth of WONGDOODY while leading award-winning work, including several women’s empowerment initiatives. As president, Skyler has been an integral part of transforming WONGDOODY from a North American ad agency to the global experience and design unit for Infosys, with studios around the globe. She has been a delegate to the World Economic Forum and proudly serves as a board member of the Infosys Foundation.

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