Meet a Member: Jade Reichling

JUST THE FACTS

• Name: Jade Reichling
• Title: Director, Client Experience
• Years of Experience: 18
• College Name & Degree(s): Harvard University, BA with Honors in Sociology
• Firm Name: EisnerAmper
• Firm City & State: National, NY HQ, I’m located in Miami, FL
• Firm Size: Nearly 4,000 employees including 400 partners.
• Email Address: [email protected]
• Professional Memberships: Harvard Club of Miami, AAM
• Community Involvement: Harvard College Admissions Alumni Interviewer, Mentor/Volunteer at Posse Foundation (Miami Chapter), Alumni Board of Harvard Fleur-de-Lis Club, Harvard College Reunion Committee: Digital
• Twitter Handle: @jadereichling
• LinkedIn Profile: https://www.linkedin.com/in/jadereichling/

GETTING TO KNOW YOU

• Where is your firm in adopting a client experience program (just starting out, have something in place, etc.) and what strategies does your firm employ? We formalized our CX Program when I joined in 2018. Our key strategies include:
  • client surveys and feedback analytics
  • internal education for our employees on CX skills, client feedback and how introduce clients to new services and solutions
  • client data and insights
  • CX tools, templates and curated resources for our client service teams
  • Employee incentives and recognition for CX wins
• How does you/your team integrate with the marketing department and/or is it all in the same department? We are part of the Marketing Department. Our CX team is small but mighty – 4 people.
• What have you learned the hard way? Scope creep with the word “client” and “client experience” happens very easily, so we’ve had to come up with 101 ways to creatively say no while also not creating a sense of defeat for the person or team hearing no from the CX team.
• What is a “must know” for those wanting to establish a client experience plan from scratch? Leadership buy-in and support is key: easy ways to win over CPAs is to quantify your CX business plan with client data.
• What are your special skills or what is something people may not know about you? I was a statistics ace in college, and sociology prepared me really well for a career in CX. I learned how to do field interviews and survey people, and how to quantify macro-social, economic and institutional trends. Applying that to CX is some great nerdy fun for me.
• What is the biggest benefit you receive from your AAM membership or what affect has AAM had on your career? I love perusing the library of resources and seeing the chat discussions and insights shared within the network. What I love MOST however is the culture that we have with AAM – we help each other out, even if we’re theoretically “competitors”.
• Share one marketing tip. Your clients are your best marketers: consider ways to include them on the marketing journey.
• What do you feel is the biggest issue is facing accounting marketers today? Learning how to do more with less: demands, volume and our client base has increased dramatically. How can we get smarter about AI and technology to make our jobs easier and, honestly, more fun?
• What would you be doing if you had not become a marketer? Chief of Staff to the President. I would love to make the world a better place through policy and civic action (and without the public eye weighing on me).
• What is the biggest project you are working on right now? Client survey analysis and insights. My favorite time of year!
• If you had an unlimited budget, what is one thing you would implement immediately? AI throughout our network applications.
• What books have you read recently that you feel would be beneficial to other AAM members? You said books in plural, so I’ll go with my top 3 from 2023:
  • The Ministry for the Future by Kim Stanley Robinson. Holy climate change, this science fiction doesn’t feel so fictional, especially after the heat we’ve seen this year. It’s a long read, but such an imaginative and powerful portrayal of how climate change ties to personal stories and could evolve the geopolitical landscape globally.
  • Peak Mind by Amishi Jha. I started meditating in 2015, but I didn’t really feel skillful at it until recently because of this book. Dr. Jha explains the neuroscience of how/why meditation powers people and teams to improve focus. It’s digestible and easy.
  • The Candy House by Jennifer Egan. A very creatively written novel about tech, memory and personal experiences of how tech influences our lives. It’s like a lighter, optimistic, hopeful “Black Mirror”, and I think giving ourselves more fiction and less business books is a great escape for our brains.
• What blogs/social feeds do you subscribe to that are helpful? Morning Brew, Sunday Signal by Alex Banks, and the Science Vs podcast