I love agencies and believe that, when they are at their best, they are unmatched in the value they can bring clients. My 25+ year agency career has given me a unique perspective on what drives client retention and growth.
I have successfully led and grown multiple agencies specializing in different marketing disciplines from advertising to market research—and in varied business situations from a 3-person start-up to a 1,000 person turn-around.
Most recently, I developed and led an industry-first, global, client satisfaction program for the world’s largest marketing communications organization. The program created agency performance metrics and standards and enabled the company to understand, for the first time, overall client satisfaction by office, region, client, industry, discipline, and network as well as the key drivers of performance. Importantly, having read thousands of reviews has given me great insight into what clients value most and how agencies can differentiate themselves to keep and grow business.
Prior to leading the Client Satisfaction Center of Excellence, I led a multi-disciplinary, virtual, integrated agency that was developed for one of the network’s largest accounts. The network had committed to new ways of working which necessitated developing novel approaches to organizational structure, staffing, values and behaviors as well as workflow, finances, performance reviews, and deliverables. The updated model enabled staff to deliver to the client as promised and fundamentally changed the client experience vs a traditional agency. Many of the practices I developed are used across the industry today for large, integrated accounts.
I have always been passionate about marketing and advertising—and felt it was important to understand these disciplines in the larger business context. I have a Bachelor of Business Administration in finance from The George Washington University and a Master of Business Administration in marketing from The University of Chicago Booth School of Business.
My greatest joy and accomplishment is my family. I have two fierce daughters, Ilana and Alex, and a not very fierce pit-rescue, Mabel. I am married to my college sweetheart, Gregg.
I love to travel and experience other cultures and cuisines. Some recent trips include Cuba, Patagonia, Israel, and Vietnam.