More About Marla
Education Summary • Bachelor of Business Administration in Public Accounting, Pace University, Completed
Prior Positions • Global VP Strategic Client Experience ADP, V.P. and General Manager, Concierge Services for Circles, a division of Sodexo. Circles, CMO and CDO of Brinton Eaton Wealth Managers, Co-Head Global Best Practices and Innovation Marketing at UBS, V.P. and CMO Top Ten Accounting Firm
If you could spend one hour with someone it would be? • A successful woman who has strategically planned their life, step-by-step. For example, Pat Nixon, or Anne Sweeney of Disney fame. There are many people who jettison to the spotlight as a happy coincidence. I’m much more interested in people who have orchestrated their success through careful planning.
Favorite Quotes • “If you want success, you should strike out on new paths, rather than travel the worn paths of accepted success.” John D. Rockefeller and “You are never too old to set another goal or to dream a new dream.” C.S. Lewis.
Best Advice Received • “Do what you love.” And more practically, “Don’t take shortcuts with the written word.” I received this advice from my line V.P. in an early job. At the time, I didn’t think of this as an Earth-shattering statement, but I’ve really adopted the concept to my life as a whole. Since then, I’ve modified it to “Don’t take shortcuts with communication. [pullquote forward=“2”]Clarity of meaning and intent is a critical component of human relationships, whether at work or at home.[/pullquote] Poor communications, either written, spoken or body language, leaves the door open for misinterpretation and adds unnecessary emotional consequences and stress, wastes time, and even ends up costing more money.
Volunteerism • NJ Sharing Network – Chair of the Foundation (2017 – 2018). The pre-eminent foundation supporting organ procurement operations and the Donate Life initiative within North America – Saving Lives through Organ and Tissue Donation. Viosk- Advisory Board Member (2013 – present). Viosk combines the best features and functions of powerpoint with a digital platform that makes creating video easy for the corporate non-creative individual responsible for producing a presentation that has to stand out.
Recent Read • I have enjoyed reading A Gentleman in Moscow by Amor Towles. His second novel. Rules of Civility was a great read and one I remember well. It reinforces the quote above that you are never too old to start something new. Amor was an investor on Wall Street and now has 2 best selling novels. Historical fiction always takes one out of current day realities but allows me to innovate at the same time.
Areas of Expertise
An award winning Professional Services Marketer, one who facilitates companies with the strategy and execution of key account marketing. A strategic approach to business marketing based on account awareness in which an organization considers and communicates with individual prospects or customer accounts as markets of one. Certified in Account-Based Marketing and while is typically employed in enterprise level sales organizations, I have executed this for over a decade in successful start-up and SMB traditional and digital marketing organizations.
Organization-wide efforts to install and make permanent operating changes where employees continuously improve their ability to enhance services that customers will find of particular value. With emphasis on “total” business processes that include departments in addition to marketing (for example sales, accounting and finance, and HR) whom are obligated to improve their operations; “management” emphasizes that executives are obligated to actively manage quality through training, staffing, and goal setting. While there is a requirement for total executive level buy-in, this approach typically draws heavily on the previously developed tools and techniques of quality control already existing in the organization. Putting together a strategy for the organization to enhance and streamline its operations to impact the bottom line is where I am an integral part of your strategy.
Customer experience (CX) is the product of an interaction between an organization and a customer over the duration of their relationship. This interaction is made up of three parts: the customer journey, the brand touchpoints the customer interacts with, and the environments the customer experiences (including digital environment) during their experience. A good customer experience means that the individual’s experience during all points of contact matches the individual’s expectations. Gartner asserts the importance of managing the customer’s experience as more and more companies incorporate Customer Success departments, many companies need to start with the basics of establishing a customer experience function. This is where I come in and facilitate the building of an attainable strategy.