The Intangible Brand
Welcome to The Intangible Brand, where we explore the connection between employee experience and client experience, and the hidden forces that make brands stick. Each episode offers practical insights and inspiration for building a brand people are proud to work for — and eager to work with.
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The Intangible Brand
Ep 24 - The Experience Clients Remember | Jill Davis
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In this episode, Jerry and Carl talk with Jill Davis, Chief Strategy Officer at Cline, about what experience really means inside an AEC firm.
Jill’s work sits at the intersection of marketing, strategy, brand, client relationships, and internal culture. She explains why a firm’s brand is not just what it says externally. It is also how people inside the firm work together, communicate, make decisions, and show up for clients.
The conversation explores how Cline has thought about growth, leadership transition, rebranding, and the challenge of making something as abstract as “experience” feel tangible. Jill also shares why relationships and professional networks matter, especially when leaders face decisions they cannot make alone.
In this episode, we cover:
- Jill’s path from marketing director to Chief Strategy Officer
- Why Cline’s brand needed to catch up with who the firm had become
- How internal culture affects external client experience
- Why architects and designers may need to think more intentionally about the business relationship side of experience
- How outside perspective can help a firm better understand itself
- Why communication is central to strategy
- Jill’s advice to build a strong professional network
Resource mentioned:
Where to find Jill:
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