Above The Fold (Jess Cervellon)
Explore every episode of Above The Fold
| Pub. Date | Title | Duration | |
|---|---|---|---|
| 26 Sep 2024 | Building Customer Loyalty at Flourish Plant with Lila Sullivan | 00:36:31 | |
Welcome to Above the Fold! I am Jess Cervellon and this episode features a special guest: Lila Sullivan, Co-Founder of Flourish Plant—a revolutionary brand in the plant care industry. We dive deep into Lila's entrepreneurial journey, the innovative features of Flourish Plant, and the extensive efforts they’ve invested in customer education. From community building and authentic retailer relationships to product development and overcoming industry challenges, Lila shares the secrets behind Flourish's remarkable growth. We also explore shifts in the market, younger demographics' interest in houseplants, and the importance of organic products for small spaces. Discover more at: https://flourishplant.com/ -------------------------- Enjoying Above the Fold? Keep the insights coming by subscribing to my newsletter, Sunday Postcards. Each week, I share tips, stories, and strategies that help you unlock the secrets to brand success. Written from my experience in the marketing world, it’s your go-to source for staying ahead of the curve. Subscribe at www.sundaypostcards.co and join the community! —--------------------- Connect with Jess on: LinkedIn: https://www.linkedin.com/in/jess-cervellon/ Twitter: https://twitter.com/justjessssss Instagram: https://www.instagram.com/jess.cervellon/ | |||
| 09 May 2024 | Creating Authentic Content: Tips from Top Influencers Dallin and Bella Lambert | 00:46:19 | |
Hang out with Jess and special guests Dallin and Bella Lambert - a creator couple with 2.7M followers on TikTok and 3.07M on YouTube. In this episode, Dallin and Bella share tales from their personal life, including their heartwarming adoption story and the strategic moves behind their beloved YouTube channel, “Della Vlogs”. From understanding the “algorithm” to the importance of authenticity, they dive into what it takes to make impactful content that performs. Of course, this wouldn’t be a creator episode without talking about brand deals. Jess pulls back the curtain and asks them for the creator perspective on brand partnerships, gifting, and more. Lastly, the episode wraps up with discussing Bella’s entrepreneurial background as the founder of Origami Owl, a jewelry brand that she founded when she was only 14! What’s inside The Juice this week? 00:00 - 08:45: Meet Dallin and Bella Lambert: The Journey to Creator Success 08:46 - 19:30: Choosing the Right Brand Partnerships: Strategy and Audience Alignment 19:31 - 29:50: Behind the Scenes: Creating Content that Resonates 29:51 - 37:20: The Impact of Intentionality: From PR Boxes to Brand Partnerships 37:21 - 50:15: Long-term vs. Short-term Brand Deals: What Works Best? 50:16 - 01:02:05: Audience Engagement: Understanding & Growing Your Base 01:02:06 - 01:12:00: The Future of Influencer Marketing: Trends and Predictions —---------------------------------- 🧃The Juice with Jess is powered by Kustomer. Connect with Jess on LinkedIn: / https://www.linkedin.com/in/jess-cervellon/ X/Twitter: / @justjessssss Instagram: / @jess.cervellon ----------------------------- Check out Dallin and Bella’s Vlogs: YouTube: https://www.youtube.com/channel/UCjKnNUbNcj7p_i3_gDyGyPg | |||
| 15 Aug 2024 | Psychology-Based CX: Sarah Levinger's approach | 00:50:40 | |
Join Jess Cervellon as she dives deep with Sarah Levinger, the genius behind groundbreaking NLP reports that revolutionize marketing strategies through emotional insights. Sarah shares her journey—starting from manual tasks to utilizing cutting-edge AI models—that has helped major brands like Hexclad, Fabletics, and Avi thrive. Jess and Sarah discuss the importance of understanding consumer behavior, leveraging psychology in marketing, and the challenges of achieving personalized marketing at scale. The conversation is a must-listen for anyone aiming to enhance their marketing strategies and consumer experiences. Don’t miss this insightful episode for anyone looking to transform their marketing strategies, leverage psychological insights, and truly understand their customers. —---------------------------------------------------------------- 🧃 The Juice with Jess is powered by Kustomer. Want to learn how Kustomer can amp up your brand? Check out www.kustomer.com and book a demo here: https://www.kustomer.com/demo/ ----------------------------------------------- Connect with Jess on LinkedIn: https://www.linkedin.com/in/jess-cervellon/ Instagram: https://instagram.com/jess.cervellon Weekly newsletter: https://sundaypostcards.beehiiv.com/ X/Twitter: https://twitter.com/justjessssss -------------------------------------------- Contact Sarah: http://saralevinger.co | |||
| 24 Oct 2024 | What LinkedIn Knows About Customer Success That You Don’t | 00:37:31 | |
Join us for a conversation with Maddie Vance, Customer Success Manager at LinkedIn, as she takes us through her career journey, from landing her first job without knowing anyone to thriving in customer success. We dive into the skills needed for customer success, LinkedIn’s approach to supporting creators, and how big tech companies adapt their strategies for user adoption. Maddie shares candid stories about career transitions, mental health, and finding your path. Tune in for valuable career insights and a look inside LinkedIn’s CX strategy. Favorite Moments: [00:02:00] - Landing the LinkedIn Job: Maddie shares her unconventional path to getting hired at LinkedIn, landing the role without any connections. It’s a great story for those navigating the job hunt and wondering how to break into competitive fields. [00:07:00] - Behind the Scenes of LinkedIn’s Creator Program: Maddie dives into the program’s evolution, the challenges of content creation on LinkedIn, and how the platform is supporting creators. [00:17:00] - What Customer Success Means at LinkedIn: Learn how Maddie and her team help companies optimize their use of LinkedIn products and support customer growth, providing a unique look at customer success in big tech. [00:27:00] - Skills Over Pedigree: Maddie offers valuable career advice, emphasizing the importance of focusing on skills rather than where you went to school or your past employers. [00:29:00] - Making the Most of LinkedIn’s Learning Potential: Maddie discusses why LinkedIn is not just a social platform but also a space for continuous learning and career growth. -------------------------- Enjoying Above the Fold? Keep the insights coming by subscribing to my newsletter, Sunday Postcards. Each week, I share tips, stories, and strategies that help you unlock the secrets to brand success. Written from my experience in the marketing world, it’s your go-to source for staying ahead of the curve. Subscribe at www.sundaypostcards.co and join the community! --------------------------- Connect with Jess on: LinkedIn: https://www.linkedin.com/in/jess-cervellon/ Twitter: https://twitter.com/justjessssss Instagram: https://www.instagram.com/jess.cervellon/ | |||
| 20 Jun 2024 | Secrets to Stellar CX with Dr Squatch's Roma Yumul | 00:36:44 | |
Tune in to the latest episode of "The Juice with Jess Cervellon" as she interviews Roma Yumul, the CX Manager at Doctor Squatch, a men's personal care brand carving a niche with naturally derived soaps and unique scents. Roma delves into the significance of building strong relationships with freelancers for enhanced work output and the pivotal role of open communication and personalized interactions in customer retention. Learn about Doctor Squatch’s comprehensive approach to customer support, utilizing various channels and data analytics to understand customer sentiment and drive business decisions. Discover how Doctor Squatch balances its brand voice across different platforms and the challenges of implementing AI tools while maintaining top-notch customer experience. Roma discusses the importance of embedding the brand's voice within the support team and ensuring consistent, natural communication with customers. ---------------- Don’t miss this insightful conversation on delivering exceptional customer experiences with Roma Yumul on "The Juice with Jess Cervellon." Connect with Jess on LinkedIn: https://www.linkedin.com/in/jess-cervellon/ Instagram: https://instagram.com/jess.cervellon Weekly newsletter: https://sundaypostcards.beehiiv.com/ X/Twitter: https://twitter.com/justjessssss | |||
| 21 Mar 2024 | From Humor to AI: Marketing Tactics that Resonate | 00:42:31 | |
The Juice is visiting the doc! Today we’re chatting with Scott Wicken, the voice behind Dr. Squatch, a natural body care brand sold in major retailers including Walmart, Target, and Ace Hardware. As Lead Copywriter for Dr.Squatch, Scott’s responsible for all the copy consumers see, so we didn’t hold back when it came to getting into the Juice of how to create compelling copy. Scott shares with us his philosophy for great copy, the nuances of creating copy for different channels, and the importance of maintaining a consistent brand voice. We also travel back in time and discuss how Scott transitioned from the structured world of finance into the fun, creative world of consumer brands. And most importantly, we ask Scott the juicy question we all want to know - Will AI replace writers? Scott gives us his candid take on AI, how it’s impacted his profession, and where he sees it going. We’re squeezing out all the Juice from Scott so this is an episode you don’t want to miss! ------------------------------- What's inside the juice this week? 00:00 - 07:00How dissatisfaction in finance can lead to self-discovery. 07:27 - 12:00 Balancing creativity and business mindset is crucial. 12:18 - 17:30 Importance of brand voice and tone for differentiation. 17:39 - 20:30 Why an authentic brand connection with customers is essential. 20:47 -31:00 Keys to successful copywriting: authenticity, balance, knowing the audience. 31:06 - 40:00 Unique promotional opportunities with SMS communication. 40:00 - 41:00 AI's role in improving writing quality. | |||
| 03 Oct 2024 | Love Wellness’ Secret to Emotionally Intelligent CX with Amanda Kwasniewicz | 00:57:23 | |
Welcome to Above the Fold! I’m Jess Cervellon, and in this episode, I’m thrilled to have Amanda Kwasniewicz, former VP of Customer Experience at Love Wellness and now Director of CX at Yotpo, as our guest. We dive deep into how Love Wellness transformed customer experience in the wellness industry, focusing on emotionally intelligent strategies and how customer feedback became the driving force behind product innovation. Amanda shares her experience on building a brand that prioritizes customer satisfaction through personalized CX and what it takes to scale that success across a growing company. She offers insights on how to integrate CX from day one, the importance of listening to your customers, and how these strategies helped Love Wellness stand out in a competitive market. You’ll hear Amanda’s advice on building effective CX teams, developing customer-centric products, and why emotionally intelligent CX is the future of brand growth. Key Moments: 00:00 - Introducing Amanda Kwasniewicz & Her CX Journey 02:45 - The Power of Building a Strong Feedback Loop 05:30 - How Customer Feedback Shaped Product Development 08:10 - Personalized CX in the Wellness Industry 12:25 - Crafting Emotionally Intelligent CX Strategies 16:50 - Scaling CX Teams and Processes for Growth Connect with Amanda on Linkedin: https://www.linkedin.com/in/amanda-kwasniewicz/ —----------------------- Enjoying Above the Fold? Keep the insights coming by subscribing to my newsletter, Sunday Postcards. Each week, I share tips, stories, and strategies that help you unlock the secrets to brand success. Written from my experience in the marketing world, it’s your go-to source for staying ahead of the curve. Subscribe at www.sundaypostcards.co and join the community! —--------------------- Connect with Jess on: LinkedIn: https://www.linkedin.com/in/jess-cervellon/ Twitter: https://twitter.com/justjessssss Instagram: https://www.instagram.com/jess.cervellon/ | |||
| 05 Sep 2024 | Discovering Experiential Retail with Jolie’s Arjan Singh | 00:46:50 | |
Welcome to the launching episode of Above the Fold! I’m Jess Cervellon, and in this podcast, we’re diving deep into what makes brands thrive, keeps customers coming back, and turns marketing strategies into pure gold. For our premiere episode, I’m thrilled to be joined by Arjan Singh, the co-founder of Jolie—a beauty wellness brand that’s taking your shower experience to a whole new level with premium water filtration. From running a lean, scrappy team that breaks the mold to focusing on quality over quantity in everything they do, Jolie is flipping the startup game on its head. We’ll explore how they tap into the emotional side of showering, turning a daily routine into something truly special. Join me as we dig into Jolie’s story, the impact of clean water, and the strategies driving their success. Don’t forget to subscribe, sign up for my weekly newsletter, and stay tuned on Instagram and YouTube. This is Above the Fold, and I can’t wait to share these insights with you. ------------------------ Enjoying Above the Fold? Keep the insights coming by subscribing to my newsletter, Sunday Postcards. Each week, I share tips, stories, and strategies that help you unlock the secrets to brand success. Written from my experience in the marketing world, it’s your go-to source for staying ahead of the curve. Subscribe at www.sundaypostcards.co and join the community! ------------------------- Connect with Jess on LinkedIn: https://www.linkedin.com/in/jess-cervellon/ Instagram: https://instagram.com/jess.cervellon Weekly newsletter: https://sundaypostcards.beehiiv.com/ X/Twitter: https://twitter.com/justjessssss | |||
| 06 Jun 2024 | The Future of DYPERing: Innovation, Technology, and CX with Alexandra Vailas | 00:47:36 | |
Tune in to the latest episode of "The Juice with Jess Cervellon" as she welcomes Alexandra Vailas, the Senior Vice President of Brand Marketing at Dyper, a brand with a mission of sustainability and transparency. Get ready for an insightful conversation on maintaining consistent branding across diverse retail outlets, balancing a mission with consumer needs, and the journey from influencer to brand marketer. In this episode, Alexandra Vailas and Jess dive into the challenges of controlling messaging across various channels, the innovation of a charcoal diaper, and the role of packaging in brick-and-mortar sales. Discover how Vailas successfully launched products on Amazon and explored her trajectory from blogging to a significant social media following, while emphasizing personalized customer experiences and the evolution of brand marketing in the digital landscape. ------------------------------------------ What’s inside The Juice this week? 00:00 - 05:30: Introduction to Alexandra Vailas and Dyper's mission 05:30 - 10:15: Consistent branding across Walmart and Amazon 15:45 - 20:20: Challenges in controlling messaging on various platforms 25:00 - 30:10: Innovation and launch of the charcoal diaper 30:10 - 35:25: Importance of packaging and brand messaging 35:25 - 40:00: Insight into rebranding for retail differentiation 45:20 - 50:40: Transition from influencer to brand marketer 55:10 - 1:00:00: Personalized experiences and consumer insights 1:00:00 - 1:05:30: Importance of qualitative and quantitative surveying 1:05:30 - 1:10:45: Embracing multifaceted career paths and soft ambition ------------------------- Connect with Jess on LinkedIn: https://www.linkedin.com/in/jess-cervellon/ Instagram: https://instagram.com/jess.cervellon Weekly newsletter: https://sundaypostcards.beehiiv.com/ X/Twitter: https://twitter.com/justjessssss Connect with Alexandra: https://www.linkedin.com/in/alexandra-vailas/ | |||
| 14 Mar 2024 | Inside the CX of Gordon Ramsay's Favorite Cookware Brand | 00:40:02 | |
The Juice is sizzling this week because we got Michael Ludwig on the pod. Michael is the Head of Customer Experience at Hexclad, a chef-grade cookware brand for your home. In fact, it's Gordon Ramsay favorite cookware brand. Yes, he's the famous hot-headed chef from the Food Network's Hell's Kitchen, so it's no surprise his favorite cookware brand would have incredible customer experience.Michael shares how his background in CX and time at major brands like Lexus have helped him build the ultimate CX playbook. We discuss why it's hard to instill surprise & delight mentality into CX agents, the importance of going above and beyond for the customer, when to break the rules, the big change Hexclad's CX team made on their busiest day of the year, and lots more! ----------------- What's inside the juice? 2:48 - 10:00 The power of the simple things to enhance CX 10:03 - 12:07 Social media: Listen 90%, engage 10% 12:07 - 20:04 Michael's approach to analyzing data 22:34 - 25:16 Hexclad's customized collaborations 25:24 - 26:35 The difficulties of finding a social support agent 27:00 - 27:50 The hardest thing to instill in CX agents 28:00 - 31:42 Jess's terrible luggage experience 31:50 -38:35 Michael & Jess's best CX moments ------------------ Don't forget to rate, review, and subscribe! | |||
| 19 Sep 2024 | Inside Talea: Megan Fitzgerald on Branding New York's Female-Founded Brewery | 00:32:14 | |
Welcome to Above the Fold! I am Jess Cervellon and this episode features a special guest: Megan Fitzgerald, Director of Brand Experience at Talea Beer—a female-founded brewery making waves in the craft beer scene. We dive deep into Megan's career journey, the unique aspects of Talea Beer, and the multifaceted nature of working in a brewery. From community building and customer experience, to digital engagement and event programming, Megan shares how Talea creates a welcoming and inclusive space for all. We also touch on the growing trends in non-alcoholic beers and the careful balance in offering promotions to maximize brand integrity and customer loyalty. ---------------------- Enjoying Above the Fold? Keep the insights coming by subscribing to my newsletter, Sunday Postcards. Each week, I share tips, stories, and strategies that help you unlock the secrets to brand success. Written from my experience in the marketing world, it’s your go-to source for staying ahead of the curve. Subscribe at www.sundaypostcards.co and join the community! —------------------------ Connect with Jess on: LinkedIn: https://www.linkedin.com/in/jess-cervellon/ Twitter: https://twitter.com/justjessssss Instagram: https://www.instagram.com/jess.cervellon/ | |||
| 23 May 2024 | From Acquisition to Retention: Mastering CX with Cate Marques | 00:45:52 | |
Join Jess Cervellon and Cate Marques, Chief Experience Officer (CXO) at Terra Kaffe, as they share the key aspects of customer experience in today's rapidly evolving market on this episode of The Juice. Listen to Cate’s insights on the growth and development of Terra Kaffe, the importance of mapping the customer journey from acquisition to retention, the challenges and rewards of working in an early stage startup, leveraging AI for CX, and the impact of referral programs on customer acquisition. Like, share, subscribe and more to get more juicy insights! ---------------------------- What’s inside The Juice this week? 00:00 - 10:15: Introducing Cate Marques: The Terra Kaffe Journey 10:16 - 20:30: Prioritizing Customer Experience in Startups 20:31 - 30:55: Leveraging AI and Data-Driven Insights 30:56 - 41:10: Impact of Referral Programs and Acquisition Strategies 41:11 - 50:00: Social Listening and Handling Celebrity Interactions 50:01 - 60:00: Future Trends in CX and Brand Management -------------------------- 🧃The Juice with Jess is powered by Kustomer. Want to learn more about how Kustomer can help your brand? Visit www.kustomer.com and schedule an appointment with Kustomer by clicking here https://www.kustomer.com/demo/ ------------------------ Connect with Jess on LinkedIn: / jess-cervellon Instagram: / @jess.cervellon Interested in learning more about Terra Kaffe? Visit their website https://www.terrakaffe.com/ Connect with Cate on LinkedIn https://www.linkedin.com/in/cminall/ | |||
| 05 Sep 2024 | TRAILER - Above The Fold Podcast | 00:00:43 | |
Join us every Thursday at 5am EST as we drop the best kept secrets in Customer Experience, Brand Experience and Marketing that help you drive your brand's success. Keep the insights coming by subscribing to my newsletter, Sunday Postcards. Each week, I share tips, stories, and strategies that help you unlock the secrets to brand success. Written from my experience in the marketing world, it’s your go-to source for staying ahead of the curve. Subscribe at www.sundaypostcards.co and join the community! | |||
| 19 Dec 2024 | JUV's Secret to Turning a Problem into Pure Gold with Founder Jai Patel | 00:54:58 | |
What happens when a juicer meets a French press and says, “Hold my pulp?” You get JUV, the brainchild of Jai Patel, who’s here to spill the juice (literally and metaphorically) on how he turned a personal juicing nightmare into a game-changing product. In this chaotic and juice-soaked episode, we channel our inner QVC hosts with a live JUV press demo—yes, things got messy. Jai talks about ditching clunky juicers, winning over influencers, and building a brand that’s as fresh as the ginger in your juice. We go deep into community vibes, scrappy growth hacks, and the fears of scaling without losing your soul (or your pulp). This episode is part entrepreneurial wisdom, part juice ASMR, and 100% proof that turning a problem into a product can be a wild (and delicious) ride. Tune in for laughs, lessons, and the secret to a killer carrot-orange-ginger juice! 🎧 Tune in for tips on branding, scaling, and staying true to your vision. Follow Jai and JUV: 📸 Instagram & TikTok: @getjuv 🌐 Website: https://getjuv.com/ 🎧 Don’t forget to like, comment, and subscribe for more founder stories and behind-the-scenes insights into the world of CPG, brand strategy, marketing and customer experience. -------------------------- Enjoying Above the Fold? Keep the insights coming by subscribing to my newsletter, Sunday Postcards. Each week, I share tips, stories, and strategies that help you unlock the secrets to brand success. Written from my experience in the marketing world, it’s your go-to source for staying ahead of the curve. Subscribe at www.sundaypostcards.co and join the community! --------------------------- Connect with Jess on: LinkedIn: https://www.linkedin.com/in/jess-cervellon/ Twitter: https://twitter.com/justjessssss Instagram: https://www.instagram.com/jess.cervellon/ | |||
| 07 Mar 2024 | An Insider's Look into Glossier's CX | 00:46:21 | |
This episode of The Juice with Jess is JUICY! We're joined by Cati Brunell-Brutman, CX Manager at Glossier, to discuss inspiring teams, being a leader, showing up as your authentic self, and getting comfortable with data! Cati also pulls back the curtain on how Glossier runs CX! We discuss the complexity of their omnichannel network and how the CX team stays in the loop, working with Sephora, and a lot more! If you'd like to be notified as soon as a new episode drops, you can subscribe to our mailing list at https://juice.kustomer.com/. Don't forget to rate, review, and subscribe! 5:00 - 7:00 Being a CX Leader 8:53 - 10:43 Dealing with Negative Feedback 13:49 - 16:26 Cati and Jess's take on AI 17:00 - 21:22 Getting comfortable with data 21:48 - 23:00 Glossier's CX Team 23:00 - 24:23 Personalization and agent safety 24:50 - 27:33 Glossier's Omnichannel Brand Experience 31:33 - 33:00 CS x Community Management 35:00 - 39:00 Glossier's personalization and retention | |||
| 17 Oct 2024 | Designing Success: From UX to Hard Seltzer with Co-Founder Sean Ro, Lunar Hard Seltzer | 00:52:02 | |
Join me as I chat with Sean Ro, co-founder of Lunar Hard Seltzer, about his entrepreneurial journey from UX designer to co-founding a unique, Asian-inspired craft seltzer brand. We dive into the challenges of launching in the competitive New York beverage market, the importance of empathy and representation in brand building, and how Lunar Hard Seltzer is bringing something truly different to store shelves. Episode Highlights: • [02:00] The Transition to Entrepreneurship • [06:00] Building Lunar Hard Seltzer • [10:00] Breaking into the Beverage Market • [16:00] Cultural Representation & Consumer Connection • [20:00] Hustling on the Ground • [30:00] Lessons Learned in Retail • [45:00] Future Plans for Lunar —----------------------- Enjoying Above the Fold? Keep the insights coming by subscribing to my newsletter, Sunday Postcards. Each week, I share tips, stories, and strategies that help you unlock the secrets to brand success. Written from my experience in the marketing world, it’s your go-to source for staying ahead of the curve. Subscribe at www.sundaypostcards.co and join the community! —--------------------- Connect with Jess on: LinkedIn: https://www.linkedin.com/in/jess-cervellon/ Twitter: https://twitter.com/justjessssss Instagram: https://www.instagram.com/jess.cervellon/ | |||
| 22 Aug 2024 | The Importance of Inclusivity in Customer Experience | 00:52:58 | |
Join Jess Cervellon as she chats with Ashley Harris, the dynamic force behind transforming customer experiences at various leading brands, including Caraway. Ashley shares her experience from working with subscription services to one-time purchase models and how creating a strong, resonant brand is key to success. Jess and Ashley dive into the importance of internal CX management, using AI as a support tool, and building authentic relationships with customers. This episode is essential listening for anyone wanting to elevate their customer experience strategies. What’s inside The Juice this week? 00:00 Introduction and Ashley Harris’s Journey in Customer Experience 05:50 Creating a Strong Brand Across Multiple Merchants 13:00 Overcoming Customer Support Challenges in Different Retail Environments 20:30 The Role of AI in Enhancing Customer Experience 28:45 Importance of Internal Management and Training in CX 35:15 Authenticity in Job Interviews and Finding the Right Fit 44:00 Building Trust and Engagement through Proactive Customer Communication 52:25 The Impact of Inclusivity on Customer Experience Don’t miss this episode if you want to understand the intricacies of customer experience management, the power of proactive service, and how to truly prioritize your customers. —---------------------------------------------------------------- 🧃 The Juice with Jess is powered by Kustomer. Want to learn how Kustomer can amp up your brand? Check out [www.kustomer.com] and book a demo here: [https://www.kustomer.com/demo/] ----------------------------------------------- Connect with Jess on LinkedIn: https://www.linkedin.com/in/jess-cervellon/ Instagram: https://instagram.com/jess.cervellon Weekly newsletter: https://sundaypostcards.beehiiv.com/ X/Twitter: https://twitter.com/justjessssss -------------------------------------------- Contact Ashley Harris: https://www.linkedin.com/in/ashleymacy/ | |||
| 11 Apr 2024 | Rejection to Retention: The Self-Made Success Story | 01:01:12 | |
Unlock the secrets of customer retention and CX mastery with our latest episode featuring expert Eli Weiss, VP Retention Advocacy at Yotpo. Join us as Eli shares his inspiring journey from facing countless rejections to becoming a trailblazer in customer experience. In this juicy episode, we're squeezing out insights on leveraging AI for sentiment analysis in the early stages of a brand's life, the vital role of inclusive and respectful interactions within the industry, and the definitive edge that kindness offers in both B2B and B2C landscapes. Eli and I also share the ripe details of our transitions across different industry roles, and how these experiences shaped our understanding of diversity and customer experience strategies. Don’t forget to like, share, comment and subscribe for more! What’s inside The Juice this week? 00:00 - 10:11: CX & Retention: Advocating for Customer Needs 10:11 - 17:00: Tools for Community Building 17:00 - 29:09: Use Targeted Email Strategies 29:09 - 43:03: AI in Customer Service and Other Trends 43:03 - 51:51: Challenges in Business Retention and Overcoming Rejection 51:51 - 57:24: Imposter Syndrome in a CX Career 57:24 - 01:01:11: Loyalty Programs: Enhancing or Hindering CX? Connect with Jess on LinkedIn: https://www.linkedin.com/in/jess-cervellon/ Instagram: https://instagram.com/jess.cervellon Weekly newsletter: https://sundaypostcards.beehiiv.com/ X/Twitter: https://twitter.com/justjessssss | |||
| 16 May 2024 | How Super Coffee’s Jimmy DeCicco Built a Coffee Empire Backed by A-Rod | 00:39:06 | |
Join Jess Cervellon and Jimmy DeCicco, Chief Brand Officer of Super Coffee, as they explore the intricacies of brand management and marketing in the competitive field of consumer-packaged goods (CPG). In this revelatory episode, Jimmy shares his journey from establishing a healthier alternative to mainstream beverages to navigating the dynamic demands of retail and direct-to-consumer sales platforms, with a special focus on their robust presence on Amazon. They explore the critical balance of data-driven decisions and the compelling narratives that drive brand growth. ------------------------------------------------ What’s inside The Juice this week? 00:00 - 10:15: Introducing Jimmy DeCicco: The Super Coffee Journey 10:16 - 20:30: Mastery of Brand Positioning: Standing Out in CPG 20:31 - 30:55: Data vs. Storytelling: Striking the Right Balance 30:56 - 38:00: Decoding Retail Strategies and Amazon Dominance —---------------------------------- 🧃The Juice with Jess is powered by Kustomer. Want to learn more about how Kustomer can help your brand? Visit www.kustomer.com and schedule an appointment with Kustomer by clicking here https://www.kustomer.com/demo/ Connect with Jess on LinkedIn: https://www.linkedin.com/in/jess-cervellon/ Instagram: https://instagram.com/jess.cervellon Weekly newsletter: https://sundaypostcards.beehiiv.com/ X/Twitter: https://twitter.com/justjessssss Find Super Coffee on Amazon https://www.amazon.com/super-coffee/s?k=super+coffee Find Super Coffee at a store near you https://drinksupercoffee.com/store-locator/ | |||
| 18 Jul 2024 | Customer Experience Secrets with FIGS' SVP Michael Bair | 00:43:53 | |
Tune in to "The Juice with Jess Cervellon" for an engaging episode featuring Michael Bair, SVP of Customer Experience at Figs. Michael delves into the fascinating journey of chatbots from their early days in the late 90s and early 2000s to their current state, exploring their impact and effectiveness in modern CX. Join Jess and Michael as they explore the intricacies of chatbot management, customer touchpoints, and the evolving customer demographic. Get inspired by Michael's insights on data-driven decision-making, the value of customer interactions, and the importance of leadership that prioritizes customer feedback at an executive level. ---------------------------- 🧃The Juice with Jess is powered by Kustomer. Want to learn more about how Kustomer can help your brand? Schedule an appointment here: https://www.kustomer.com/demo/ ---------------------------- Connect with Jess on LinkedIn: https://www.linkedin.com/in/jess-cervellon/ Instagram: https://instagram.com/jess.cervellon Weekly newsletter: https://sundaypostcards.beehiiv.com/ X/Twitter: https://twitter.com/justjessssss | |||
| 02 May 2024 | From Disney to HopSkipDrive: Why Empathy is the Heart of Every CX | 00:40:22 | |
Jess is joined by friend and mentor Michelle McCombs, Vice President of Trust and Experience at HopSkipDrive. With her +15 year career in CX, Michelle has no shortage of insights. She got her start in CX working at Disney as a Customer Care Coordinator in 2007. From there, she jumped around working CX roles at various companies until 2017 when she landed at HopSkipDrive, a safe youth transportation solution schools and families rely on to get kids where they need to go. For the past 7 years Michelle worked her way up the ladder at HopSkipDrive where she is now the VP of Trust and Experience - a team that consists of 63 people! In this episode, Michelle discusses the complexity of HopSkipDrive’s customer experience and the nuances of running their Trust and Experience department. She also discusses her CX approach, why she places importance on empathy and relationship building, and the metrics she uses to evaluate her team’s success. Jess and Michelle also discuss the thoughtful integration of AI in customer experience, its impact on service efficiency, and the importance of balancing tech with a human touch. —------------------------------------------ 00:00 - 14:45: Michelle’s background and landing in CX 14:46 - 25:30: Reinventing Transport for Kids and Elders: The HopSkipDrive Story 25:31 - 38:50: Empowering CX with AI: Balancing Tech and Personal Touch 38:51 - 48:15: Surprising and Delighting: Stories from the Road 48:16 - 58:55: CX Strategies for Retention and Growth 59:00 - 01:12:00: Beyond CX: Dreams and Aspirations —-------------------- 🧃The Juice with Jess is powered by Kustomer. Connect with Jess on LinkedIn: https://www.linkedin.com/in/jess-cervellon/ X/Twitter: https://twitter.com/justjessssss Instagram: https://instagram.com/jessapplesauce ___________________________________ Visit HopSkipDrive https://www.hopskipdrive.com/ Connect with Michelle on LinkedIn https://www.linkedin.com/in/michelledmccombs/ | |||
| 27 Jun 2024 | Flaus Founder Sam Coxe on Leaving Law for Entrepreneurship | 00:52:57 | |
Tune into this inspiring episode of "The Juice with Jess Cervellon" featuring Sam Coxe, the brilliant mind behind Flaus, the world's first electric flosser. Sam shares her unconventional journey from practicing law at a top firm to inventing a game-changing oral care product. Discover how Sam's painful and expensive trip to the dentist sparked the idea for Flaus and propelled her to take the leap into entrepreneurship. Learn about the challenges she faced as a first-time founder, from raising capital to balancing her law career with her startup dreams. Jess and Sam also discuss the challenges faced by female founders, particularly in raising funds, and stress the importance of women supporting women in the business world. They highlight the need for more female investors and a shift towards an abundance mindset. Don't miss this insightful conversation full of tactical advice and inspiration for anyone on the entrepreneurial journey! ------------------------------------ 🧃The Juice with Jess is powered by Kustomer. Want to learn more about how Kustomer can help your brand? Visit www.kustomer.com and schedule an appointment with Kustomer by clicking here https://www.kustomer.com/demo/ ------------------------------------ Connect with Jess on LinkedIn: https://www.linkedin.com/in/jess-cervellon/ Instagram: https://instagram.com/jess.cervellon Weekly newsletter: https://sundaypostcards.beehiiv.com/ X/Twitter: https://twitter.com/justjessssss | |||
| 04 Jul 2024 | AI’s Role in Modern E-Commerce with Wyze Labs’ Logan Dunn | 00:44:44 | |
Tune in to "The Juice with Jess Cervellon" for an exciting episode featuring Logan Dunn, Head of e-Commerce at Wyze Labs, recorded live at SubSummit in Dallas. Logan shares how integrating advanced tech like generative AI can transform customer relationships and elevate brand experiences. Join Jess and Logan as they discuss how new skills like coding can boost career opportunities and make the most of AI tools. Discover Logan's innovative strategies for unifying customer experiences across channels and shifting from traditional marketing to cutting-edge AI techniques. Logan also talks about Wyze Labs' focus on community building and using feedback loops to enhance customer loyalty. Learn how they've moved from generic email blasts to personalized content with tools like Braze, and how they use AI for video analysis and customer interaction. Don’t miss this episode packed with practical advice for anyone looking to leverage AI and community building in their business journey! ------------------------------------- 🧃The Juice with Jess is powered by Kustomer. Want to learn more about how Kustomer can help your brand? Visit www.kustomer.com and schedule an appointment here: https://www.kustomer.com/demo/ Connect with Jess on LinkedIn: https://www.linkedin.com/in/jess-cervellon/ Instagram: https://instagram.com/jess.cervellon Weekly newsletter: https://sundaypostcards.beehiiv.com/ X/Twitter: https://twitter.com/justjessssss | |||
| 29 Aug 2024 | Bridging Online and Offline Customer Journeys with Courtney Conway | 00:48:52 | |
Join Jess Cervellon as she sits down with Courtney Conway, former Director of Retention at Brooklinen, to explore the critical significance of customer retention for brands in today's market. Courtney shares her journey from freelance work to key roles in marketing and retention, and offers valuable insights into building effective retention strategies. Jess and Courtney dive into topics such as customer service, shipping experiences, and product satisfaction, discussing how they all interplay to influence customer retention. This episode is a must-listen for anyone looking to elevate their understanding of retention tactics and customer journey analytics. Don’t miss this episode if you want to learn about advanced retention strategies, the importance of customer journey analytics, and how to structure your marketing campaigns for long-term success. ---------------------------------------- 🧃 The Juice with Jess is powered by Kustomer. Want to learn how Kustomer can amp up your brand? Book a demo here: https://www.kustomer.com/demo/. ------------------------------------------------- Connect with Jess on LinkedIn: https://www.linkedin.com/in/jess-cervellon/ Instagram: https://instagram.com/jess.cervellon Weekly newsletter: https://sundaypostcards.beehiiv.com/ X/Twitter: https://twitter.com/justjessssss | |||
| 11 Jul 2024 | Enhancing CX with AI: Insights from Victoria Beckham Beauty’s Leanna Nazzisi | 00:44:33 | |
Tune in to "The Juice with Jess Cervellon" for an electrifying episode featuring Leanna Nazzisi, Director of CX at Victoria Beckham Beauty. Leanna dives deep into the transformative power of AI in customer experience (CX) and debunks common misconceptions about its role in business. Join Jess and Leanna as they uncover how AI revolutionizes customer experience, freeing up human resources and enhancing feedback analysis, customer support, and education. Get inspired by Leanna's passion for brand-building beyond CX, emphasizing the crucial role of inclusivity in beauty. --------------------------- Don’t miss this episode packed with practical advice for anyone looking to leverage AI, enhance inclusivity, and improve customer experiences! 🧃The Juice with Jess is powered by Kustomer. Want to learn more about how Kustomer can help your brand? Schedule an appointment here: https://www.kustomer.com/demo/ ----------------------------- Connect with Jess on LinkedIn: https://www.linkedin.com/in/jess-cervellon/ Instagram: https://instagram.com/jess.cervellon Weekly newsletter: https://sundaypostcards.beehiiv.com/ X/Twitter: https://twitter.com/justjessssss | |||
| 07 Nov 2024 | Connecting Brands and Consumers: Inside Thingtesting with Melissa Seligmann | 00:45:58 | |
In this episode, we chat with Melissa Seligmann, COO of Thingtesting, as she dives into the importance of authenticity in consumer insights and brand engagement. Melissa shares how Thingtesting has grown from an Instagram account into a robust review platform, helping brands connect with consumers in genuine ways. With a background that includes building customer loyalty at BarkBox, Melissa also provides insights on creating memorable, mission-driven experiences. Favorite Moments: [00:02:00] Building Authentic Review Platforms: How Thingtesting transformed from a simple Instagram to a trusted product review hub. [00:06:00] Bridging the DTC-Retail Gap: Strategies for brands to gain insights on customers as they shift from direct-to-consumer to retail. [00:11:00] The Role of Design in Brand Experience: How creative design shapes customer perception and drives loyalty. [00:19:00] Startup Life and Operations: Melissa’s day-to-day at Thingtesting and balancing remote work with team productivity. [00:32:00] Lessons from BarkBox: Melissa’s time at BarkBox and how a thoughtful, mission-driven approach to customer experience can build a passionate community. Join us for an episode filled with actionable insights on building trust, creating authentic consumer connections, and staying mission-focused! Want to learn more about Melissa and Thingtesting? Hit the links below! -------------------------- Enjoying Above the Fold? Keep the insights coming by subscribing to my newsletter, Sunday Postcards. Each week, I share tips, stories, and strategies that help you unlock the secrets to brand success. Written from my experience in the marketing world, it’s your go-to source for staying ahead of the curve. Subscribe at www.sundaypostcards.co and join the community! --------------------------- Connect with Jess on: LinkedIn: https://www.linkedin.com/in/jess-cervellon/ Twitter: https://twitter.com/justjessssss Instagram: https://www.instagram.com/jess.cervellon/ | |||
| 04 Apr 2024 | Pixels & Pores: A Chief Digital Officer's Guide to Beauty | 00:45:01 | |
We’re getting into The Juice with David Baker, the chief digital officer for skin and bodycare brand Beekman 1802. In this episode, we discuss David’s background in beauty, the current state of beauty trends, and how Beekman 1802 has evolved over time. From the science behind Beekman's revolutionary goat milk-based products to their strategic omnichannel presence, David gives us the inside scoop on how Beekman uses innovative technology to empower customers. Imagine an AI facial scan or a one-on-one video consultation that could revolutionize your skincare routine – it is happening at Beekman. Join us for a discussion that blends innovation, strategy, and consumer insights, all stirred into one must-listen episode of The Juice with Jess Cervellon. Don’t forget to like, share, comment and subscribe for more! What’s inside The Juice this week? 00:00 - 06:14 David’s Career Trajectory from L'Oreal to Beekman. 06:14 - 09:27 The State of Beauty Trends. 09:27 - 11:17 Empowering Consumers with Education, Personalization and Communication. 11:17 - 14:47 Beekman 1802’s Innovation in Skincare. 14:47 - 19:41 Beekman’s Customer-Centric Support. 19:41 - 21:48 Harmonizing Technology and Humanity with AI. 21:48 - 25:24 Early Career Lessons on Data Privacy. 25:24 - 30:19 The Role of Personalization in Messaging. | |||
| 25 Apr 2024 | How to Create an Ultra Luxe Customer Experience with Madison Must | 00:35:00 | |
Jess sits down with Madison Must, former Director of CX at Terra Kaffe and current Sr. Member Experience Manager at dog care brand Sundays. Madison takes us through her career journey from wedding photographer to entering the world of CX as an early hire at Terra Kaffe. From there, Madison climbed the ranks and learned the ins and outs of CX. Madison reflects on her time at Terra Kaffe and discusses what made the customer experience team so integral to the brand’s success. She then discusses her move to Sundays and what she was seeking in her next opportunity. Of course, Jess and Madison discuss AI and how CX teams can leverage it, chatbots, and customer retention strategies. They also dive into their best and worst customer experiences as consumers and how brands can turn one time customers into life-long brand members. —------------------------------------------------------- 00:00 - 15:30: Madison's Beginnings and CX Evolution at Terra Kaffe 15:31 - 24:50: The AI Influence: Integrating Tech into CX 24:51 - 37:15: Emails vs. SMS Preferences 37:16 - 48:30: Jess's Catalog of CX Nightmares and Lessons from a Suitcase Saga 48:31 - 57:00: Building the CX and Marketing Bridge for Better Customer Journeys 57:01 - 01:10:00: From Acquisition to Retention: The CX Essentials with Madison Must —-------------------- 🧃The Juice with Jess is powered by Kustomer. Connect with Jess on LinkedIn: https://www.linkedin.com/in/jess-cervellon/ X/Twitter: https://twitter.com/justjessssss Instagram: https://instagram.com/jessapplesauce ⚡Connect with Madison on LinkedIn: https://www.linkedin.com/in/madisonmust/ Hire her to photograph your next event (yes, she’s still doing wedding photography!) https://madisonmust.com/ If you have a dog, visit Sundays https://sundaysfordogs.com/ | |||
| 12 Sep 2024 | Taste Salud's Wellness Revolution with Mark Galvez | 00:42:49 | |
Welcome to Episode 2 of Above the Fold! This episode features a special guest: Mark Galvez, Head of Customer Experience at Taste Salud—a wellness brand that brings the vibrant flavors of traditional Mexican agua frescas to the modern wellness space. From discussing confidence and emotional regulation in leadership to sharing career journeys, we explore the critical role of community in brand success, the challenges of integrating AI tools, and the value of premium ingredients. Mark also shares Salud’s unique customer care strategies, including free samples and no-questions-asked returns, which help build a loyal, engaged community. Join me as we dive into Mark’s story, the magic behind Taste Salud, and the strategies that drive their success. Don’t forget to subscribe, sign up for my weekly newsletter, and follow along on Instagram and YouTube. This is Above the Fold, and I can’t wait to share these insights with you. Books mentioned on the episode: - The Making of a Manager by Julia Zhug - The Effortless Experience: Conquering the New Battleground for Customer Loyalty by Matthew Dixon, Nicholas Toman and Rick DeLisi - Radical Candor by Kim Scott - The Imposter Syndrome: How to Stop Feeling Like a Fraud at Work, Build Your Confidence and Stop the Inner Critic" by Phil Roberts --------------------------- Join the Conversation: 00:00 Wellness Meets Mexican Agua Frescas 06:59 Dream Job: Games, Kegs, Vibes 12:38 CX: Seamless Across Channels 16:13 From Defense to Offense with Jess 17:55 Tackling a Confidence-Boosting Book 21:24 Career-Changing Moment 26:53 Teaching Problem Solving & Mentorship 29:58 Networking & Community: Key to Growth 35:42 Word-of-Mouth through Customer Care 36:06 Team’s Content Creation Power 41:07 Core Team’s Brand Passion —---------------------------- Enjoying Above the Fold? Keep the insights coming by subscribing to my newsletter, Sunday Postcards. Each week, I share tips, stories, and strategies that help you unlock the secrets to brand success. Written from my experience in the marketing world, it’s your go-to source for staying ahead of the curve. Subscribe at www.sundaypostcards.co and join the community! —------------------------------- Connect with Jess on: LinkedIn: https://www.linkedin.com/in/jess-cervellon/ Twitter: https://twitter.com/justjessssss Instagram: https://www.instagram.com/jess.cervellon/ | |||
| 05 Dec 2024 | The Art of CX: Strategy, Leadership & Customer Centric Growth with Ben Segal | 00:43:37 | |
In this episode, I sit down with the brilliant Ben Segal, a CX innovator who’s worked across startups, big brands, and everything in between. From his early days in hospitality to leading CX at powerhouse brands like Freshly and Thesis, Ben has redefined what it means to create unforgettable customer experiences. We dive into: • Ben’s journey from working at the Bronx Zoo to building CX teams that scale. • The difference between customer service and customer experience—and why it matters. • Why CX is a long game, not a quick fix, and how brands can win with the right strategies. • Lessons Ben learned while scaling teams at startups and how speed and creativity play a role. • The future of CX: what today’s brands need to prioritize to stay ahead. Ben’s passion for putting people first shines through, and his insights will leave you rethinking how to approach CX in your own business. Whether you’re scaling a startup or leading a team at an established brand, this episode is packed with actionable advice, big laughs, and real talk. Connect with Ben Segal • Connect with Ben Segal on Linkedin: https://www.linkedin.com/in/benjaminwsegal777/ Let’s Connect: • Follow us on instagram: @abovethefoldpodcast • Check out my newsletter for more CX and marketing insights: www.sundaypostcards.co • Have a question or topic you want me to cover? Send an email to podcast@jesscervellon.com | |||
| 10 Oct 2024 | Experiential Marketing Master Class with League of Originals | 00:39:45 | |
On this episode of Above The Fold, I’m chatting with Karolina Swietoniowska, founder and CEO of League of Originals, about the power of experiential marketing and how brands can create unforgettable in-person experiences. ⏰ Episode Highlights: • 01:15 - Karolina’s journey from fashion design to experiential marketing • 05:30 - How MeUndies pioneered pop-up shops and in-person brand experiences • 12:45 - Turning digital brands into tangible experiences through pop-ups and retreats • 18:20 - The importance of pre-event and post-event strategies to keep audiences engaged • 23:10 - Creating impactful brand moments without breaking the bank • 28:35 - Unique marketing tactics from Feastables, like delivering Teslas 🚗 If you’re a brand founder, marketer, or just curious about what it takes to create a lasting impression, this episode is packed with actionable insights you won’t want to miss. Hit that play button and let’s dive into the world of experiential marketing! League of Originals LA Summit on November 7th, 2024 is bringing together the most influential brand leaders to help you supercharge your business. What to expect: All-day incredible panels with the most influential brand leaders, next-level activations, tasty food and drinks, music, and connecting with great humans in a genuine way. Our guest speakers include Skims, Bala, Beekeeper's Naturals, Ketone IQ, Who Gives a Crap, Fabletics, Sundays, Beyond Yoga, Ridge, and tons more. https://www.leagueoforiginals.com/la-summit Use code ABOVETHEFOLDGA for at checkout 50% tickets (essentially the price of Erewhon lunch) 🔗 Links Mentioned: • League of Originals: https://www.leagueoforiginals.com/ • Follow Karolina Swietoniowska: https://www.linkedin.com/in/karolinaswietoniowska/ • Follow League of Originals Podcast: https://open.spotify.com/show/37I6h2vlrTDeukVaX5l9Qh Don’t forget to like, comment, and subscribe for more insights on building better brands. 👍 —----------------------- Enjoying Above the Fold? Keep the insights coming by subscribing to my newsletter, Sunday Postcards. Each week, I share tips, stories, and strategies that help you unlock the secrets to brand success. Written from my experience in the marketing world, it’s your go-to source for staying ahead of the curve. Subscribe at www.sundaypostcards.co and join the community! —--------------------- Connect with Jess on: LinkedIn: https://www.linkedin.com/in/jess-cervellon/ Twitter: https://twitter.com/justjessssss Instagram: https://www.instagram.com/jess.cervellon/ | |||
| 12 Dec 2024 | From Concept to Can: Henry Rathjen's Can-Tini Journey | 00:36:29 | |
This week, we’re diving into the world of Can-Tini, the beautifully branded, ready-to-drink espresso martini, with its founder, Henry Rathjen. 🍸✨ Henry shares the inspiring founder story of Can-Tini, how it all started with a holiday bar conversation, and the journey of creating a standout product in Austin’s competitive beverage scene. From branding strategies and overcoming manufacturing challenges to building a community organically without paid ads, this conversation is packed with entrepreneurial insights. We also discuss the “Espresso Martini Effect,” how Can-Tini is becoming a lifestyle brand, and why Austin’s community is perfect for launching this innovative product. Plus, Henry teases exciting updates, including a new and improved version of Can-Tini launching soon. 🚀 🌟 Topics Covered: • Can-Tini’s founder story & branding journey • Challenges of entering the alcohol industry • The role of customer feedback in product development • Organic marketing, influencer gifting, and building a community • How Can-Tini is redefining the espresso martini experience Follow Henry and Can-Tini: 📸 Instagram & TikTok: @DrinkCantini 🌐 Website: https://www.can-tini.com/ 📍 Discover where to find Cantini near you and request it at your local store! 🎧 Don’t forget to like, comment, and subscribe for more founder stories and behind-the-scenes insights into the world of CPG, brand strategy, marketing and customer experience. -------------------------- Enjoying Above the Fold? Keep the insights coming by subscribing to my newsletter, Sunday Postcards. Each week, I share tips, stories, and strategies that help you unlock the secrets to brand success. Written from my experience in the marketing world, it’s your go-to source for staying ahead of the curve. Subscribe at www.sundaypostcards.co and join the community! --------------------------- Connect with Jess on: LinkedIn: https://www.linkedin.com/in/jess-cervellon/ Twitter: https://twitter.com/justjessssss Instagram: https://www.instagram.com/jess.cervellon/ | |||
| 18 Apr 2024 | Why This Allbirds Marketer Loves Influencers | 00:46:18 | |
Have you ever wondered how brands get products to celebs like Justin Bieber, and then get Justin to post about it? If the answer is yes then tune into this episode with Sarah Grosz, an influencer marketer at Allbirds. Sarah started her career in social media and knows the ins and outs of influencer marketing by heart. She’s helped brands of all sizes perfect their influencer strategy. In this episode, we're discussing the tips and tricks behind gifting, how to work with different influencers, what makes a video go viral, dealing with marketing flops, and more! We also discuss TikTok Shop and why Jess and Sarah have a love-hate relationship with it. Don’t just stand by—engage, react, and be a part of our juicy conversation about everything from micro-influencers to macro-strategies. Like, share, buzz in the comments, and subscribe for your weekly serving of The Juice with Jess! —----------------------------- What’s inside The Juice this week? 00:00 - 09:59: The Power of Storytelling 10:00 - 15:45: Speaking Social: Unlocking Customer Success & Brand Identity 15:46 - 24:10: Engaging with Consumable Products 32:46 - 40:12: Content Creation and User Engagement 40:13 - 47:27: Finding Community and Influence 47:28 - 53:45: Marketing Metrics: Beyond CPM and Customer Acquisition 53:46 - 59:52: Encounters with Macro Influencers and Manual Marketing Techniques 59:53 - 01:03:05: The Power of AI in TikTok Shopping and User-Generated Content —-------------------- The Juice with Jess is powered by Kustomer. Connect with Jess on LinkedIn: https://www.linkedin.com/in/jess-cervellon/ X/Twitter: https://twitter.com/justjessssss Instagram: https://instagram.com/jessapplesauce Connect with Sarah on LinkedIn: https://www.linkedin.com/in/sarahgrosz/ | |||
| 30 May 2024 | From Australia to the US: Jade Cameron's Tips on Community Building | 00:37:47 | |
Tune in to the latest episode of "The Juice with Jess Cervellon" as she sits down with Jade Cameron, the Head of Community Experience at LSKD, a renowned sportswear company. Get ready for an amazing discussion on cultivating customer loyalty, building brand communities, and the power of personalized experiences in the world of e-commerce. In this episode, Jade Cameron and Jess delve into their experiences in the travel industry and how it has influenced their approach to community and customer experience at LSKD. Discover the intricate balance between art and science in creating authentic connections, surprise, and delight strategies, and the evolving landscape of customer experience in the digital age. ------------------------------------- What’s inside The Juice this week? 00:00 - 05:30: Online store presence and US team dynamics 05:30 - 10:15: Comparing US and Australia experiences 15:45 - 20:20: Travel tales from Iceland and Ljubljana 25:00 - 30:10: Building community pre-apparel launch, communication 30:10 - 35:25: Social listening, tech for growth, proactive chat 35:25 - 40:00: Decision to open brick-and-mortar store in San Diego 45:20 - 50:40: Transition from travel industry to e-commerce, pandemic experiences 55:10 - 1:00:00: Personalized experiences, surprising customers 1:00:00 - 1:05:30: Creating brand and community simultaneously 1:05:30 - 1:10:45: Difference between customer service and community experience ------------------------------------------------------------ 🧃The Juice with Jess is powered by Kustomer. Want to learn more about how Kustomer can help your brand? Visit www.kustomer.com and schedule an appointment with Kustomer by clicking here https://www.kustomer.com/demo/ Connect with Jess on LinkedIn: https://www.linkedin.com/in/jess-cervellon/ Instagram: https://instagram.com/jess.cervellon Weekly newsletter: https://sundaypostcards.beehiiv.com/ X/Twitter: https://twitter.com/justjessssss Connect with Jade on LinkedIn: https://www.linkedin.com/in/jade-cameron-8953b9b7/ Visit LSKD https://us.lskd.co/ | |||
| 29 Feb 2024 | How This Leader Turned a Viral Burnt Pan Video into Customer Experience Gold! | 00:36:23 | |
Welcome to the first episode of The Juice with Jess Cervellon! In this episode, we sit down with Nancy Gurd, the Associate Director of CX at Caraway, and talk about everything from dealing with negative viral videos, implementing AI into your customer support, personalizing customer support, and Nancy's best (and worst) customer experiences! GET 10% OFF CARAWAY WITH DISCOUNT CODE JUICEOFF10 1:11 - 2:00 Nancy’s CX background from Aurate to Caraway 2:58 - 6:54 Humanizing CX and Crisis Management 7:50 - 11:19 CX Feedback loop and Education 11:33 - 14:27 Tech stack and opinion on tools 14:51 - 19:00 Leveraging AI and chatbots 19:17 - 24:00 Outsourcing CX and BPO 24:01 - 28:14 Selling omnichannel and QVC 28:33 - 32:33 Retail and navigating customer data 32:48 - 39:34 Nancy’s best and worst customer experience Don't forget to like, share, and subscribe for more insightful episodes like this. Drop your thoughts and questions in the comments below! | |||
| 31 Oct 2024 | Inside the Meat Mafia’s Playbook: Health, Wellness, and Going Against the Grain | 00:45:40 | |
In this episode, we explore the fascinating journey of the Meat Mafia with co-founder Harry Gray. We talk transition from creating content to building their own wellness brand, Noble Origins. What started as a podcast and media platform—Meat Mafia—focused on wellness, nutrition, and disrupting the conventional food narrative, has now evolved into a full-fledged product line with Noble Origins, a brand committed to functional health and sustainable practices. We dive into how the Meat Mafia podcast quickly gained traction, building a loyal following by sharing candid insights on health, mindset, and challenging industry norms. This strong community became the foundation for launching Noble Origins, allowing them to turn their wellness philosophy into a brand that offers products aligned with their mission. In this episode, you’ll learn about the challenges and triumphs of taking a media brand and transforming it into a tangible product line. The founders share their approach to fostering authenticity, engaging with their audience, and creating a brand that speaks to a deeper purpose. Tune in to hear the story of Noble Origins, a brand born from content and built on community, and discover valuable lessons on entrepreneurship, resilience, and building a brand with impact. Key Moments from the Episode: [00:01:00] Starting the Meat Mafia Journey: Brett and Harry discuss the origins of The Meat Mafia and its rapid rise. [00:03:00] Turning Viral Tweets into Community: How early engagement on Twitter sparked growth. [00:12:00] Building a Loyal Community: Leveraging their audience to establish Noble Origins. [00:20:00] Creating Noble Origins: Transitioning from content to product with an animal-based wellness line. [00:30:00] Challenges in Brand Building: Overcoming obstacles in launching a CPG product. [00:37:00] Leveraging the Podcast for Growth: Using The Meat Mafia to reach new audiences. [00:42:00] Education and Wellness: Using educational content to bridge Meat Mafia listeners with Noble Origins. [00:49:00] Building Customer Trust and Retention: Strategies for fostering loyalty. [00:53:00] Lessons in Resilience: How entrepreneurship has shaped their mindset. [01:00:00] Advice for Wellness Entrepreneurs: Key takeaways for others in the wellness space. Want to learn more about The Meat Mafia and Noble Origins? Hit the links below! -------------------------- Enjoying Above the Fold? Keep the insights coming by subscribing to my newsletter, Sunday Postcards. Each week, I share tips, stories, and strategies that help you unlock the secrets to brand success. Written from my experience in the marketing world, it’s your go-to source for staying ahead of the curve. Subscribe at www.sundaypostcards.co and join the community! --------------------------- Connect with Jess on: LinkedIn: https://www.linkedin.com/in/jess-cervellon/ Twitter: https://twitter.com/justjessssss Instagram: https://www.instagram.com/jess.cervellon/ | |||
| 01 Aug 2024 | The Power of Consumer Research for Brand Success with Danielle Dawson | 00:39:58 | |
Catch the latest episode of "The Juice with Jess Cervellon" featuring Danielle Dawson, Product Marketing Manager at Four Sigmatic. Danielle shares her insights on the challenges of integrating functional mushrooms and plants into products while keeping brand vibes consistent. Jess and Danielle dive deep into why a solid brand voice matters, the perks of knowing your customers, and innovating marketing moves. Get hyped by Danielle's herbalism journey and her tips for ace product development. Don’t miss this jam-packed episode for anyone looking to boost their brand game, get to know their audience, and leverage customer data for growth! ------------------------------ 🧃 The Juice with Jess is powered by Kustomer. Want to learn how Kustomer can amp up your brand? Check out www.kustomer.com and book a demo here: https://www.kustomer.com/demo/ Connect with Jess on LinkedIn: https://www.linkedin.com/in/jess-cervellon/ Instagram: https://instagram.com/jess.cervellon Weekly newsletter: https://sundaypostcards.beehiiv.com/ X/Twitter: https://twitter.com/justjessssss —---------------------- Contact Danielle: https://www.linkedin.com/in/danielle-ryan-dawson-rh-ahg-65596594/ Explore Four Sigmatic: | |||
| 08 Aug 2024 | The Versatility of CX Roles in E-commerce with Nichole Ramirez | 00:33:25 | |
Don’t miss out on our brand new juicy episode featuring Nichole Ramirez, Ecommerce manager at UCLA Store. Nichole brings her vast 15 years of experience in D2C and Ecommerce, sharing invaluable insights on creating a seamless customer experience in both online and offline environments. Jess and Nichole explore the importance of being available to your team, leveraging AI for better communication, and the integration of CX and marketing in Ecommerce. Nichole’s dedication to supporting the UCLA community through Ecommerce revenue showcases the broader potential of innovative CX strategies. ---------------------- What’s inside The Juice this week? 00:00 Introduction and Nichole Ramirez’s Journey to UCLA 05:30 Developing a Specialized Customer Experience Team 12:00 Implementing AI for Better Customer Interactions 18:45 Importance of Communication in Leadership 24:20 Leveraging AI and Data Analytics for Business Insights 30:05 Evolving Nonprofit Ecommerce for Student Benefits 35:50 Enhancing In-Store Pickups for Memorable Experiences 42:15 Revenue Generation and Supporting Campus Activities Don’t miss this insightful episode for anyone looking to enhance their customer experience strategies, incorporate AI effectively, and support community-driven initiatives! ---------------------- 🧃 The Juice with Jess is powered by Kustomer. Want to learn how Kustomer can amp up your brand? Book a demo here: https://www.kustomer.com/demo/ ------------------------ Connect with Jess on LinkedIn: https://www.linkedin.com/in/jess-cervellon/ Instagram: https://instagram.com/jess.cervellon Weekly newsletter: https://sundaypostcards.beehiiv.com/ X/Twitter: https://twitter.com/justjessssss —---------------------- Contact Nichole: https://www.linkedin.com/in/nichole-ramirez/ Explore UCLA Store: https://shop.uclastore.com | |||
| 13 Jun 2024 | Secrets of Omnichannel Success with Fabletics' Melanie Cummings | 00:48:49 | |
Tune in to the latest episode of "The Juice with Jess Cervellon" as she chats with Melanie Cummings, the VP of Product and UX at Fabletics. Jess and Melanie dive into the ever-changing world of customer experience, from old-school retail to cutting-edge e-commerce. Melanie shares her exciting career journey at Fabletics, her shift from B2B to e-commerce, and why omnichannel strategies are a game-changer in today's market. Get the scoop on using AI for customer interactions, crafting seamless user journeys, and boosting customer loyalty with smart return policies and personalized experiences. --------------------------------- What’s inside The Juice this week? 00:00 – 05:15: Meet Melanie Cummings 05:15 – 10:00: From Retail to E-commerce 10:00 – 15:30: Creating a Seamless User Journey 15:30 – 20:45: Content Marketing and AI Tech 20:45 – 25:00: Shifting from B2B to E-commerce 25:00 – 30:20: Omnichannel Strategies and Returns 30:20 – 35:45: COVID-19’s Impact on Behavior 35:45 – 40:10: Retail Evolution with Tech 40:10 – 45:30: Customer Feedback to Product Improvement 45:30 – 50:50: Loyalty Programs and Membership 50:50 – 55:00: AI Chatbots for Support and Discovery 55:00 – 1:00:00: Education in Sales and Consumer Shifts Don’t miss this deep dive into the holistic approach to brand experience with Melanie Cummings on "The Juice with Jess Cervellon." Connect with Jess on LinkedIn: https://www.linkedin.com/in/jess-cervellon/ Instagram: https://instagram.com/jess.cervellon Weekly newsletter: https://sundaypostcards.beehiiv.com/ X/Twitter: https://twitter.com/justjessssss | |||
| 21 Nov 2024 | Crafting the Perfect Brand Voice with Lucy Samuel of Alle | 00:34:52 | |
In this episode, we chat with Lucy Samuel, a copywriter and brand voice expert who has lent her creative touch to some of your favorite brands, including The Bouqs, TomboyX, Hedley & Bennett and today Alle (your favorite aesthetics platform. iykyk ;)). With a background in stand-up comedy and CX, Lucy shares how her journey has shaped her ability to craft authentic, engaging content that resonates with customers. We explore the power of humor in branding, the importance of cohesive messaging across all touchpoints, and how great copy can elevate the customer experience. Whether you’re building a brand voice from scratch or refining your messaging, Lucy’s insights will inspire you to think differently about how your brand connects with its audience. [2:30 - 8:00] Transition from CX to Copywriting [8:00 - 15:00] The Role of Humor in Copywriting [15:00 - 20:00] Case Studies: Writing for The Bouqs, TomboyX, and Hedley & Bennett [20:00 - 25:00] Building a Brand Voice [25:00 - 30:00] How Good Copy Shapes Customer Experience Tune in to hear how Lucy bridges creativity and strategy to help brands stand out and leave a lasting impression! Want to learn more about Lucy and get in touch? Hit the link below! -------------------------- Enjoying Above the Fold? Keep the insights coming by subscribing to my newsletter, Sunday Postcards. Each week, I share tips, stories, and strategies that help you unlock the secrets to brand success. Written from my experience in the marketing world, it’s your go-to source for staying ahead of the curve. Subscribe at www.sundaypostcards.co and join the community! --------------------------- Connect with Jess on: LinkedIn: https://www.linkedin.com/in/jess-cervellon/ Twitter: https://twitter.com/justjessssss Instagram: https://www.instagram.com/jess.cervellon/ --------------------------- Interested in being a part of the show? Reach out at podcast@jesscervellon.com | |||
| 25 Jul 2024 | Building Real Customer Relationships with Postscript's Mike Manheimer | 00:43:02 | |
Tune in to "The Juice with Jess Cervellon" for an illuminating episode featuring Mike Manheimer, CMO of Postscript. Mike shares his insights on the pivotal role of building genuine customer relationships and the transformational power of SMS marketing. Join Jess and Mike as they engage in a dynamic conversation about creative marketing in both B2B and eCommerce, the significance of understanding consumer behavior, and the indispensable value of customer feedback. Get inspired by Mike's strategies for overcoming marketing challenges and the importance of adopting a stoic mindset for success. Don’t miss this episode packed with insights for anyone keen on enhancing their marketing strategies, engaging with customers on a deeper level, and leveraging the power of SMS for maximum impact! ------------------------------------- 🧃The Juice with Jess is powered by Kustomer. Want to learn more about how Kustomer can help your brand? Visit www.kustomer.com and schedule an appointment here: https://www.kustomer.com/demo/ Connect with Jess on LinkedIn: https://www.linkedin.com/in/jess-cervellon/ Instagram: https://instagram.com/jess.cervellon Weekly newsletter: https://sundaypostcards.beehiiv.com/ X/Twitter: https://twitter.com/justjessssss --------------------- Connect with Mike Manheimer and Postscript: LinkedIn: https://www.linkedin.com/in/mikemanheimer / Website: https://www.postscript.io / | |||
| 28 Mar 2024 | Strategic Partnership in Customer Success, an Insider's Masterclass | 00:39:24 | |
Welcome back everyone to "The Juice with Jess Cervellon," where we squeeze the latest insights out of the customer journey and experience. In this episode we're diving into the heart of customer success with none other than Corey Walker, the Sr. Strategic, Enterprise Customer Success Manager at Enboarder. Enboarder is a platform that helps companies nurture cultures of connection and belonging where every moment matters. Corey and Jess will talk about why creating positive employee experiences is crucial for retention and achieving those all-important revenue goals, especially in B2B landscapes. ---------------------------------- What’s inside The Juice this week? 00:00 - 04:20 The intersection between Customer Support and Customer Success 04:23 - 08:00 Enhancing employee experience through tailored communication strategy. 08:06 - 10:40 Customer success role focused on renewals 10:46 - 14:25 The importance of customer success as a strategic advisor 14:25 - 18:09 The difference between Customer Success and Customer Support 28:05 - 32:00 Leveraging AI to increase efficiency 34:34 - 39:00 Overcoming self-doubt in your career 39:16 - 41:00 The struggle to involve large customers in beta testing. --------------------------------- Don't forget to like, share, and subscribe to get more juicy episodes every week! Connect with Jess on LinkedIn: https://www.linkedin.com/in/jess-cervellon/ Instagram: https://instagram.com/jess.cervellon Weekly newsletter: https://sundaypostcards.beehiiv.com/ X/Twitter: https://twitter.com/justjessssss | |||