Shows
Above The FoldEpisode 87 | Empathy, Revenue, and Why CX Leaders Need a Seat at the Table with Aniesha JonesThis week, I sat down with Aniesha Jones to talk about what customer experience actually looks like when empathy, data, and revenue are all in the same room. We get into her unconventional path from opera and vocal performance to leading high-growth CX and retention teams, and why creativity is one of the most overlooked skills in business today.We cover CX leadership, retention strategy, the real ROI of empathy, and why CX deserves a seat at the executive table instead of being treated like a cost center. Aniesha breaks down how data and storytelling work together...
2025-12-1843 min
Above The FoldEpisode 86 | Ops, Honesty, and the Truth About Keeping Subscribers with Hattie Gilpin of WellbelThis week, I sat down with the operations queen herself, Hattie Gilpin, to talk about what it really takes to keep subscribers around in one of the most competitive categories out there. If you’ve ever wondered why customers churn, what actually drives operational success, or how brands can earn long-term trust without leaning on discounts, this episode is for you.We cover subscription retention, billing cycle psychology, customer experience, and why the unsexy parts of operations matter just as much as great marketing. Hattie breaks down everything from time-to-churn analysis to warehouse partnerships, plus the real st...
2025-12-1146 min
Above The FoldEpisode 85 | Why Chaos, Curiosity, and Voice Still Win with Alex Ferzan of Manojo Mezcal & ZADDYThis week, I sat down with Alex Ferzan, co-founder of Manojo Mezcal and founder of ZADDY, creative agitator, and the definition of a career shapeshifter, from the late-90s punk scene to managing bands, to building culture-shifting brands that go way beyond hype.We get into the real story behind how someone who once toured with hardcore bands ended up helping create some of the most irreverent, unforgettable brand voices in the last decade. Alex breaks down the chaos, luck, timing, and intuition behind building businesses that actually hit, including the wild early days of BABE Wine...
2025-12-0452 min
Above The FoldEpisode 84 | Building A Food Brand People Actually Feel Something For with Patrick Coyne of Laoban DumplingsThis week, I sat down with Patrick Coyne, founder and chief executive of Laoban Dumplings, for a conversation that reminds you why some brands just hit differently. From teaching English in China to running dumpling shops in D.C. to building one of the most exciting frozen food brands in the country, Patrick’s journey is proof that authenticity travels, even into the freezer aisle.We get into how Laoban went from brick and mortar to CPG during the pandemic, with Patrick and his team hand-packing dumplings and delivering them to local stores, often with the brand’s ma...
2025-11-2031 min
Above The FoldEpisode 83 | Building A Brand That Feeds Connection with Erin Meskers of BramiThis week, I sat down with Erin Meskers, Director of Brand at Brami, to talk about what it really means to build a food brand people feel connected to, not just buy from.We cover brand building, community, and the kind of marketing that makes people slow down and care. Erin shares how her work at Supergoop, Aviva, and Cadence shaped her approach to storytelling, and how those lessons now guide Brami’s mission to bring Italy’s food culture to the U.S.We get into everything from educating customers about lupini beans and buil...
2025-11-1340 min
Above The FoldEpisode 82 | Building Trust, Not Just Tickets: A CX Conversation with Sydney Chestler of Fresh Clean ThreadsThis week, I sat down with Sydney Chestler, Director of CX at Fresh Clean Threads, to talk about what it really takes to build trust in customer experience, not just close tickets.We get into what it means to lead CX at two wildly different brands, from helping a 25-year-old skincare fan find her first serum to supporting a 45-year-old dad buying tees for vacation. Sydney shares how she’s built a career around understanding what customers actually care about and how to design experiences that feel human, honest, and clear.We cover the shift fr...
2025-11-0648 min
Above The FoldEpisode 81 | From Hype to Honesty: A Better Way to Build Brands with Rachel CoburnThis week, I sat down with Rachel Coburn, a fractional marketing leader who’s worked with some of the biggest names in health and wellness, including AG1 and Happy V, to talk about what it really takes to build brands that last beyond the hype.We cover growth, brand strategy, and what happens when the pursuit of “acquisition at all costs” starts eroding trust. Rachel brings the kind of honesty and experience that every marketer needs to hear, because she’s been on both sides of the equation. From running performance channels to building full marketing ecosystems, her pers...
2025-10-3050 min
Above The FoldEpisode 80 | The Power of Personality in CX with Tess Awal of Dr. SquatchThis week, I sat down with Tess Awal, CX Manager at Dr. Squatch — the men’s soap brand that turned natural hygiene into a full-blown lifestyle movement. If you’ve ever seen their cheeky ads or heard about their viral Sydney Sweeney “bathwater” drop, you already know: Dr. Squatch knows how to make personality a growth strategy.We cover creativity, leadership, and what it really takes to build CX that keeps customers talking. Tess shares how her background in fashion photography and visual merchandising taught her the art of storytelling through experience, and why good CX is a lot like...
2025-10-2343 min
Above The FoldEpisode 79 | Bringing Retail Heart to Digital CX with Lisa Yarrow of EverlaneThis week, I sat down with Lisa Yarrow, Senior Manager of Customer Experience at Everlane, to talk about how retail instincts are shaping the next era of digital CX.We get into what it means to bring empathy into analytics, why storytelling is the secret weapon for getting buy-in, and how the best customer insights do not come from dashboards. They come from people.Lisa shares her journey from the retail floor to leading CX at one of the most values-driven brands out there, and how Everlane’s thoughtful approach to sustainability, tone, and trust is...
2025-10-1644 min
Above The FoldEpisode 78 | Leading with Empathy and Bold Change with Minou Clark of RealSeThis week, I sat down with Minou Clark, CEO of RealSelf, to talk about leadership, culture, and why creativity is the secret weapon in business. Minou’s journey is anything but traditional. From theater major to running digital growth at BuzzFeed, PopSugar, People, Yahoo, and Paris Hilton’s 11:11 Media, before stepping into the CEO role at RealSelf.We cover entrepreneurship, digital strategy, and what it really means to lead with empathy. Minou shares how her theater background shaped her leadership style and built her emotional intelligence, and why she treats interns, CFOs, and board members exactly the same...
2025-10-0935 min
Above The FoldEpisode 77 | Building Brands with Your Customers with Suze Dowling of PatternThis week, I sat down with Suze Dowling, Chief Business Officer and Co-Founder of Pattern, for a conversation about what it really takes to build brands that last. Suze has spent more than a decade helping companies launch, scale, and connect with customers in meaningful ways, and today Pattern is a family of seven home-focused brands built around one mission: making everyday life more joyful.We cover entrepreneurship, brand strategy, and the real lessons learned from building in the DTC space. Suze shares how she and her co-founders went from running a world-class branding agency to realizing...
2025-10-0243 min
Above The FoldEpisode 76 | Bringing Indian Flavor to Every Kitchen with Rama Ginde of Satya BlendsThis week on Above The Fold, I sat down with Chef Rama Ginde to talk about building a food brand rooted in heritage, education, and flavor. Rama is a private chef, culinary educator, and co-founder of Satya Blends, a spice company created from family recipes with the goal of making Indian flavors approachable for every kitchen.We cover entrepreneurship, food culture, and what it really means to educate customers while building a CPG brand. Rama opens up about growing up between Puerto Rican and Indian cultures and how it shaped her love of food, launching Wannabe Chef...
2025-09-2535 min
Above The FoldEpisode 75 | Flushing Out CX Secrets With Ren Fuller-Wasserman Of TushyThis week, I went live at Subs Summit with my girl Ren Fuller-Wasserman, Senior Director of CX at Tushy, the brand that made bidets cool (and fun to talk about).We cover startup grit, customer obsession, and why CX is never just about support tickets. Ren gets real about:Her unlikely path into CX, starting in a call center and turning it into a career superpowerWhat it was like building Tushy’s CX team from scratch (and the wild stories that came with it)Why humor, empathy, and product knowledge are the not-so-secret sauce of customer re...
2025-09-1141 min
Above The FoldEpisode 74 | Why B2B and DTC Both Need a CX Reality Check with Michael Bair of Bair ConsultingThis week, I sat down with my good friend Michael Bair, founder of Bair Consulting, to unpack what really separates good CX in B2B from the DTC playbook, and why both worlds have a lot to learn from each other.We cover B2B SaaS, enterprise customer success, DTC retention, and why too many brands still treat CX like an afterthought. Michael gets real about why B2B companies ignore brand at their own risk, what DTC can steal from SaaS (hint: product obsession), how subscription churn compares to six-figure SaaS contracts, the rise and overhype...
2025-08-2855 min
Above The FoldEpisode 73 | Why CX Is More Human Than Ever With Mackenzie Lukas Of Hormbles ChormblesThis week, I sat down with my mentee, Mackenzie Lukas, to talk about what it really means to put people first in customer experience. 💬✨We get into her unexpected career pivot from commercial real estate to CX, what she’s learned as Sr. Director of Customer & People Experience at Hormbles Chormbles 🍫, and why empathy will always beat efficiency 💛.Mackenzie shares how her team is building trust with customers through human interactions, why sampling is more than just a marketing play 🎁, and the lessons she’s carried from workplace culture into CX. We also talk about what it’s like to...
2025-08-2148 min
Above The FoldEpisode 72 | How Tommy John Built A Customer-Obsessed CX Team with Max Wallace and Kara RandleThis week on Above the Fold, I sat down with Max Wallace, Director of CX at Tommy John, and Kara Randle, CX manager, to talk about what it really takes to scale a customer experience team without losing the human touch.We get into career pivots, building long-term team culture, and why “first response time” is not the CX metric you should be obsessing over. Max shares how he has kept Tommy John’s CX standards high through outsourcing and team growth, while Kara talks about the ongoing training and empowerment strategies that keep agents confident and custom...
2025-08-1441 min
Above The FoldEpisode 71 | How Berk Bahceci Turned Storytelling Into Heraclea’s Retention StrategyThis week, I sat down with Berk Bahceci, founder of Heraclea, to talk about what it actually looks like to build a product-led brand from scratch, without cutting corners.We talk about what it means to invest early (like, before a single sale), why he built a full production facility in Turkey instead of outsourcing, and how customer feedback led to one of Heraclea’s most important programs.Berk also shares why he’s not interested in being in 5,000 stores, how he’s onboarding farmers into his supply chain without sacrificing quality, and what it looks...
2025-08-0741 min
Above The FoldEpisode 70 | The Digital Dress Code with Lisa Nielsen of Victoria BeckhamThis week, I sat down with Lisa Nielsen, Senior Digital Marketing Manager at Victoria Beckham, to talk about what brand building looks like behind the scenes at a luxury fashion house and why customer experience is more than a post-purchase email.We get into the real impact of handwritten notes (yes, real ink and paper), how to bring humanity into high-pressure digital roles, and why text marketing isn’t just for scrappy DTC brands anymore.Lisa also shares her take on lifecycle strategy in luxury, why empathy matters in leadership, and how VB is experimenting wi...
2025-07-3141 min
Above The FoldEpisode 69 | The Retail Reality Check with Liz Ahern of Brand 555This week, I sat down with Liz Ahern, former CMO of Chamberlain Coffee and current Founder of Brand 555 Marketing to talk about what actually drives brand longevity in a world full of creator launches and fast-moving CPG hype.We talk about why most brands lose sight of their customer, what “community” actually means (hint: it’s not just comments), and why a retail strategy needs a lot more than shelf space to work.Liz also breaks down the real role of a fractional CMO, what makes great packaging at retail, and why brands are getting commun...
2025-07-2459 min
Above The FoldEpisode 68 | Post-Purchase Strategy & CX Signals with Larry ThomaThis week on After Hours x Above the Fold, I sat down with CX specialist and Midwest dad extraordinaire, Larry Thoma.We got into what great CX looks like after the checkout page, how brands can use returns to build trust (not just process refunds), and why “dishwasher safe” is not a real instruction. Larry’s worked with brands like Yeti, Caraway, and See’s Candy, so he’s got receipts (and hot takes!).We talked about email touchpoints, refund timing, customer segmentation, and the wild world of return policies (Marine Layer, we’re looking at you). Plu...
2025-07-1753 min
Above The FoldEpisode 67 | What Attentive Gets Right About Actually Knowing Your Customer With Keri McGhee✨ In this episode of Above the Fold, I sat down with Keri McGee, CMO of Attentive and a cx-to-marketing powerhouse, to talk about why good customer experience isn’t enough anymore—and what today’s best brands are doing to actually stand out. 📱💡📊 The real reason 97% of brand messaging still looks like 2013📦 How brands like UGG and OLLY are making omnichannel work—for real🤖 Why AI isn’t the enemy (and how it’s already outwriting your content calendar)📈 What orchestration looks like beyond just SMS and email🧠 How to use data smarter—even if you’re...
2025-07-1034 min
Above The FoldEpisode 66 | How Jim Lee of Crunch Labs Turns Curiosity Into Connection And RetentionThis week, I sat down with the brilliant (and brilliantly humble) Jim Lee—President of Crunch Labs—to talk about what it really takes to build a brand that doesn’t just go viral, but sticks.We cover creator-led growth, product design that drives retention, the future of STEM education, and why customer experience starts way before someone hits “buy.”Plus, Jim shares how Crunch Labs turns YouTube magic into meaningful learning for kids (think: flywheels, diplomas, and a robot that teaches you to code), what it’s like working with Mark Rober, and why they’re buil...
2025-06-2646 min
Above The FoldEpisode 65 | Retention Lessons From U Beauty’s AJ Patel And Sticky Digital’s Nikki Tooman You Need to StealThis week, I sat down with two of the sharpest minds in the retention and CX space to talk about what really drives long-term loyalty—especially in the skincare and wellness world.We get into subscriptions, lifecycle marketing, cancelation logic, and why the prettiest packaging in the world won’t save you from bad UX. AJ shares how U Beauty builds obsession-worthy routines (with zero fluff) and Nikki breaks down why your “other” cancel reason is a goldmine of insight.If you’re building a brand with high repeat potential, scaling retention ops, or just tired of r...
2025-06-1945 min
Above The FoldEpisode 64 | The Real Tea On Building A CPG Brand In 2025 With Nate RosenThis week on After Hours, I caught up with Nate Rosen—founder of Express Checkout and snack industry insider—to talk about what’s really going on in CPG right now.We get into what’s changing with funding, why retail isn’t a guaranteed win, and what makes or breaks a brand in today’s market. Nate shares honest takes on hydration hype, TikTok Shop chaos, and the difference between creators who build legit brands vs. those just slapping their name on a label.Plus, we unpack what makes a good modern retail brand (hint: it’s n...
2025-06-121h 06
Above The FoldEpisode 63 | The Keyboard Cover That Went Viral And The Founders Behind Tippy TypeThis week, I sat down with two of my favorite entrepreneurial baddies, Sara and Chloe of Tippy Type—a product built for nail girlies and typers everywhere.We talked about how they turned a scrappy prototype into a viral business, why they skipped paid ads entirely, and how listening to their community (and yes, even the trolls) shaped every product decision they’ve made. We also get into the unglamorous side of brand building: burnout, spreadsheet marathons, and what it really takes to run a company with your bestie and not lose your mind.If you’...
2025-06-0555 min
Above The FoldEpisode 62 | What Girlfriend Collective Gets Right About CX With Nichelle MesaThis week, I sat down with Nichelle Mesa, CX Manager at Girlfriend Collective, to talk about what it really looks like to build a small but powerful customer experience team that’s got more heart than headcount.We cover what makes Girlfriend’s CX team so effective (spoiler: it’s not macros or AI), why empathy still matters, and how being in the queue isn’t a sign of bad leadership — it’s a flex. Nichelle shares how she approaches feedback loops, retention strategy, and yes, the iconic customer who once wrote, “I love you. I’m drunk. Bye.” CX...
2025-05-2957 min
Above The FoldEpisode 61 | Reid Litman Of Ogilvy On Gen Z Marketing, Trust, And The Evolution Of Creator BrandsThis week, I sat down with my friend Reid Litman, Global Consulting Director at Ogilvy, to talk about what it actually means to build trust with Gen Z—and why most brands are doing it wrong.We cover creator-led brands, the evolution of retail strategy, loyalty programs that don’t suck, and why “authenticity” has officially lost all meaning. Reid shares what he’s seeing on the agency side, from legacy brands trying to stay relevant to new ones trying not to embarrass themselves.Plus, we get into why A24’s membership model works, what Feastables l...
2025-05-2259 min
Above The FoldEpisode 60 | What Most DTC Brands Get Wrong In 2025 With Patrick JohnsonThis week on After Hours x Above the Fold, I’m joined by my longtime internet friend and professional complainer, Patrick Johnson—engineer, brand builder, and one of the most brutally honest voices in ecomm.We cover everything from smarter subscription strategies to the death of originality in AI-built websites. Patrick shares what he’s seeing behind the scenes with clients, why most brands copy each other without context, and what actual personalization looks like in 2025.We also get into founder storytelling (does everyone really need to be the face of their brand?), how to build...
2025-05-151h 02
Above The FoldEpisode 59 | How Nestig Turns CX Into A Brand Advantage With Lauren SchorrThis week, I sat down with Lauren Schorr, director of CX at Nestig, to talk about what it actually looks like to build customer experience into the foundation of a brand—not just as a function, but as a mindset.We dig into why Nestig made CX its very first hire (yes, really), how they’ve scaled without outsourcing, and the difference between answering tickets and owning the entire customer journey. Lauren also breaks down the shift from baby products to kids’ furniture and what that’s meant for how her team communicates, supports, and grows.If yo...
2025-05-0849 min
Above The FoldEpisode 58 | How Kate Zaman Is Helping Build The Future Of Luxury E-Commerce At ReserveBarThis week, I sat down with Kate Zaman, Senior VP of Partnerships and Marketing at ReserveBar, to talk about what it really takes to build a brand that doesn’t just survive but thrives, especially in a world where consumers expect more than just a pretty label.We get into career growth, partnerships, luxury e-commerce, why personalization matters more than ever, and how to actually understand your real customer (hint: it’s not always who you think it is).Kate also shares her journey from being a college brand ambassador to leading partnerships and marketing for...
2025-05-0150 min
Above The FoldEpisode 57 | From High Fashion to High-Converting Partnerships with Dillon DuchesneThis week on After Hours x Above the Fold, I sat down with my girl Dillon Duchesne, senior partnerships lead at Yotpo and co-founder of Midcoast, to talk about what actually makes a partnership work (hint: it’s not just a logo swap and a handshake).We get into Dillon’s wild career path—from 11 years as a runway model to crushing tech sales—and how that experience taught her the kind of relationship-building that most people skip over. We also talk about the power of being underestimated, why referrals can change everything, and how partnerships can either b...
2025-04-2441 min
Above The FoldEpisode 56 | The Secret Behind Building Brands with CX Data featuring Lindsay KolinskyThis week on Above The Fold, I sat down with my girl Lindsay Kolinsky, Director of Marketing at Okendo, to talk about what most brands are doing wrong when it comes to understanding their customers.We get into why reviews are just the beginning, how to use micro-surveys the right way, and why personalization should feel like a vibe—not a tactic. Plus, we dig into why NPS is wildly underused in e-commerce, how to actually make your community work for you, and the biggest CX red flags most marketers miss.Lindsay also shares her PO...
2025-04-1752 min
Above The FoldEpisode 55 | Bootstrapped, Product-Led, and Built to Last with Adam SimoneThis week on Above The Fold, I’m in NYC catching up with my new friend and fellow startup nerd, Adam Simone—co-founder of Leaf Shave and Smoosh. We get into what it really means to build product-first brands and why having strong opinions might actually be a founder’s best tool.We talk about his mechanical engineering background and how it led to building a shaving brand that doesn’t suck, and why their second brand, Smoosh, turned into a surprise hit with a totally different audience.Adam breaks down the chaos and clarity of launc...
2025-04-1042 min
Above The FoldEpisode 54 | Brewing the Future of Coffee: Inside Cometeer’s Brand & CX Strategy With Olivia LaskowskiThis week, I sat down with Olivia Laskowski, This week, I sat down with Olivia Laskowski, aka Liv—Brand and Partnerships Manager at Cometeer and certified coffee nerd—to talk about what it actually means to build a brand with substance (and caffeine).We got into the frozen coffee magic that makes Cometeer different, why brand teams should be in the room way earlier, and how a kiosk in the Mall at Short Hills turned into their best acquisition channel. Spoiler: mall culture is back.Liv shares her take on content that doesn’t feel like h...
2025-04-0350 min
Above The FoldEpisode 53 | Modern Soda, Rewritten: United Sodas’ Brand & CX Strategy with Kate ReederThis week, I sat down with Kate Reeder, COO and Head of Brand at United Sodas, to talk about what it really takes to build a brand that stands out in a crowded market. Spoiler: it’s more than just cool packaging.We get into the magic of minimalism, why startups make you wear every hat possible (yes, even HR), and how United Sodas accidentally became the perfect gift. Kate shares her story - going from brand marketing to running an entire business, the unexpected challenges of shipping carbonated drinks (logistics is no joke), and why great br...
2025-03-2740 min
Above The FoldEpisode 52 | How to Build a Brand People Actually Love with Jessica Rose Garcia of OneSkin✨ In this episode of Above the Fold, I sit down with Jessica Rose Garcia—aka J-Rose—Head of CX at OneSkin, to talk about what really makes customers stick around. Spoiler: It’s not just fast email responses.We dive deep into:💡 How J-Rose went from working at Gold’s Gym to leading CX at some of the biggest brands in DTC📈 Why most brands completely fumble retention—and what they should be doing instead🛍️ The difference between CX in e-commerce vs. other industries🔬 The science behind OneSkin and why J-Rose is obsessed wit...
2025-03-2040 min
Above The FoldEpisode 51 | E-Commerce Marketing Tactics with Ali Rose VanOverbekeThis week, we sat down with Ali Rose VanOverbeke to talk about what it really takes to build a brand that people actually care about—beyond just running ads and chasing conversions.We get into creative direction, brand loyalty, and why e-commerce is starting to feel like one big copy-paste formula. Ali’s seen it all—from designing for billion-dollar brands to launching her own sustainable eyewear company to leading growth at Kadeya, a company redefining beverage retail.She shares the hard lessons from running a mission-driven business, why good branding goes beyond aesthetics, and how da...
2025-03-1358 min
Above The FoldEpisode 50 | Jaxxon's Approach To Building A CX Team That Drives Brand LoyaltyThis week, I sat down with Caela Castillo, Director of CX at Jaxxon, to talk about what it really takes to build a CX team that customers actually want to engage with.We’re chatting all things hiring for personality over process, using AI without making your brand sound like a robot, and why CX should always have a seat at the strategy table. Caela breaks down the strategy behind Jaxxon’s CX experience that goes way beyond answering tickets—and why most brands are still getting it wrong.Plus, we swap some truly unhinged CX hor...
2025-03-0646 min
Above The FoldEpisode 49 | Living, Leading, and Learning CXThis week, I brought the CX girl gang out of the group chat and into the podcast for a conversation about careers, leadership, and the reality of running CX teams.Ashley Harris (CXM @ Caraway), Cati Brunell-Brutman (CXM @ Glossier), Molly Meetz (Director of CX @ Corso), Leanna Nazzizi (Senior Director of CX at Victoria Beckham Beauty), Nancy Gurd (Director of CX at Caraway), and Lauren Schorr (Director of CX at Nestig) joined me to talk about how none of us actually planned to end up in CX, the skills we picked up from past careers (theater kids and forensics...
2025-02-2752 min
Above The FoldEpisode 48 | How Equip is Shaking Things Up in the Protein MarketThis week on Above the Fold, I sat down with Kieran Mathew, GM and partner at Equip Foods, to talk about what it really takes to build a brand that lasts.We get into his journey from running a marketing agency at 19 years old to scaling a multi-million dollar eCommerce business. Kieran breaks down why transparency, trust, and real customer relationships have been the backbone of Equip’s growth, and how the brand has quietly dominated the beef protein space by focusing on quality over hype.We also get into: 🔥 The power of word...
2025-02-201h 00
Above The FoldEpisode 47 | Changing the Narrative Behind Cannabis with MixMixThis week on Above the Fold, we’ve got a BONUS EPISODE coming in hot! Once a month, I go on LinkedIn for AfterHours LIVE—a no-BS breakdown of the biggest DTC moves, plus the kind of raw, unfiltered brand marketing advice you won’t get anywhere else. And this time, the convo was too good not to share.I sat down with the legends behind MixMix—Allison Disney, Katelin Randall, and Matt Sabo—to talk about how they’re shaking up the cannabis industry with customizable, discreet, and low-dose THC crystals.We get into the real cha...
2025-02-131h 03
Above The FoldEpisode 46 | How Nomadica is Making Wine Less PretentiousWhat happens when you walk away from Harvard Med School, dive into Michelin-star restaurants, and set out to change the wine industry? You get Nomadica—a wine brand that’s rewriting the rules and making fine wine fun, accessible, and cool again.In this inspiring episode, Kristin Olszewski, the founder of Nomadica, shares her incredible journey from dropping out of med school to becoming a wine mogul. Kristin saw the issues with the wine industry—too pretentious, too complicated, and definitely not in touch with younger consumers. So she created something that turned the entire industr...
2025-02-0638 min
Above The FoldEpisode 45 | From Viral Content to Brand Building with Josh & Mark of Taste SaludThis week, I sat down with my brothers from another mother to talk about what it really takes to build a brand that lasts, beyond social media hype.We cover entrepreneurship, content marketing, Latino representation in business, and why customer experience is more than just good service. Plus, Josh shares how he’s handled doubt along the way (was it the content or just the abs?) and how a barbershop connection led him to co-host La Platica, one of the fastest-growing Latino podcasts, while Mark breaks down what makes real CX work.If you...
2025-01-3039 min
Above The FoldHow Top of The Mornin' Coffee Built a Loyal CommunityIn this episode of Above The Fold, Jess sits down with Kenzie McAndrew, the marketing mastermind behind Top of the Morning Coffee and Akira Coffee. Together, they unpack the strategies that helped build a loyal fanbase for creator-led brands, diving into:☕ How to create authentic brand experiences that truly resonate🔥 Managing multiple brand identities and staying sane while doing it💡 Creative marketing moves, from postcards to out-of-home campaigns🧠 The psychology behind turning casual customers into lifelong advocatesWhether you’re in the creator economy, DTC space, or just love a good succes...
2025-01-2337 min
Above The FoldEpisode 44 | How Top of The Mornin' Coffee Built a Loyal CommunityWhat happens when you mix a YouTube star, startup chaos, and a coffee bean-shaped soap? You get this week’s episode of Above the Fold!Jess Cervellon sits down with Kenzie McAndrew, the powerhouse marketer behind Akira Coffee and Top of the Mornin'. Kenzie shares how her love for branding—and a college hustle redesigning logos—sparked a career that’s equal parts creativity and chaos. From making reed diffusers on an assembly line during COVID to turning Jacksepticeye’s coffee brand into a caffeine-fueled sensation, Kenzie proves that no task is too small when you’re growing a bu...
2025-01-2337 min
Above The FoldEpisode 43 | Building A Brand One Shot At A Time With ChaserWhat happens when two best friends, a shot of tequila, and stale ginger ale collide? You get Chaser, the ultimate party companion.In this laugh-out-loud episode, Jess Carroll and Jess Moran, the dynamic duo behind Chaser, share how a college friendship and one too many gross shots led to their game-changing beverage brand. From 8 a.m. “shots for science” in a lab to designing a mascot named Buddy (who’s basically the Tony the Tiger of partying), this episode is a deep dive into turning a hilarious idea into a full-blown business.We talk about entrep...
2025-01-0936 min
Above The FoldJUV's Secret to Turning a Problem into Pure Gold with Founder Jai PatelWhat 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...
2024-12-1954 min
Above The FoldFrom Concept to Can: Henry Rathjen's Can-Tini JourneyThis 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 t...
2024-12-1236 min
Above The FoldCrafting the Perfect Brand Voice with Lucy Samuel of AlleIn 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 vo...
2024-11-2134 min
Above The FoldConnecting Brands and Consumers: Inside Thingtesting with Melissa SeligmannIn 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...
2024-11-0745 min
Above The FoldInside the Meat Mafia’s Playbook: Health, Wellness, and Going Against the GrainIn 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 stro...
2024-10-3145 min
Above The FoldWhat LinkedIn Knows About Customer Success That You Don’tJoin 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 shar...
2024-10-2437 min
Above The FoldDesigning Success: From UX to Hard Seltzer with Co-Founder Sean Ro, Lunar Hard SeltzerJoin 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 • [3...
2024-10-1752 min
Above The FoldExperiential Marketing Master Class with League of OriginalsOn 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...
2024-10-1039 min
The Business of You with Rachel Gogos187 | Building Mr. Beast's 100M+ Chocolate Brand with Customer Experience Expert Jess CervellonA great customer experience is the difference between someone choosing to buy from you again…or switching to your competitor. Today's guest will help you turn one-time buyers into repeat customers through a powerful experience and community engagement. Jess Cervellon is the Founder of Open Late Collective, an agency blending brand strategy, insights, CX, and digital marketing. As the former Vice President of Customer Experience at Feastables, a $100M+ chocolate venture founded by YouTube superstar Mr. Beast, Jess is laser-focused on crafting unforgettable customer experiences. She's become a go-to expert in creator brand strategy and end-to-end customer exp...
2024-10-0831 minThe Business of You with Rachel Gogos187 | Building Mr. Beast's 100M+ Chocolate Brand with Customer Experience Expert Jess CervellonA great customer experience is the difference between someone choosing to buy from you again…or switching to your competitor. Today's guest will help you turn one-time buyers into repeat customers through a powerful experience and community engagement. Jess Cervellon is the Founder of Open Late Collective, an agency blending brand strategy, insights, CX, and digital marketing. As the former Vice President of Customer Experience at Feastables, a $100M+ chocolate venture founded by YouTube superstar Mr. Beast, Jess is laser-focused on crafting unforgettable customer experiences. She's become a go-to expert in creator brand strategy and end-to-end customer exp...
2024-10-0831 min
Above The FoldLove Wellness’ Secret to Emotionally Intelligent CX with Amanda KwasniewiczWelcome 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 insi...
2024-10-0357 min
Above The FoldBuilding Customer Loyalty at Flourish Plant with Lila SullivanWelcome 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.Di...
2024-09-2636 min
Above The FoldInside Talea: Megan Fitzgerald on Branding New York's Female-Founded BreweryWelcome 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 pr...
2024-09-1932 min
Above The FoldTaste Salud's Wellness Revolution with Mark GalvezWelcome 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.Jo...
2024-09-1242 min
Above The FoldDiscovering Experiential Retail with Jolie’s Arjan SinghWelcome 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 th...
2024-09-0546 min
Above The FoldBridging Online and Offline Customer Journeys with Courtney ConwayJoin 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....
2024-08-2948 min
Above The FoldThe Importance of Inclusivity in Customer ExperienceJoin 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 Ha...
2024-08-2252 min
Above The FoldPsychology-Based CX: Sarah Levinger's approachJoin 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 tra...
2024-08-1550 min
Above The FoldThe Versatility of CX Roles in E-commerce with Nichole RamirezDon’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...
2024-08-0833 min
Above The FoldThe Power of Consumer Research for Brand Success with Danielle DawsonCatch 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 cu...
2024-08-0139 min
Above The FoldBuilding Real Customer Relationships with Postscript's Mike ManheimerTune 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 pa...
2024-07-2543 min
Above The FoldCustomer Experience Secrets with FIGS' SVP Michael BairTune 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.
2024-07-1843 min
Above The FoldEnhancing CX with AI: Insights from Victoria Beckham Beauty’s Leanna NazzisiTune 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 pr...
2024-07-1144 min
Above The FoldAI’s Role in Modern E-Commerce with Wyze Labs’ Logan DunnTune 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...
2024-07-0444 min
Above The FoldFlaus Founder Sam Coxe on Leaving Law for EntrepreneurshipTune 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 c...
2024-06-2752 min
Above The FoldSecrets to Stellar CX with Dr Squatch's Roma YumulTune 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 it...
2024-06-2036 min
Above The FoldSecrets of Omnichannel Success with Fabletics' Melanie CummingsTune 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.---------------------------------...
2024-06-1348 min
Above The FoldThe Future of DYPERing: Innovation, Technology, and CX with Alexandra VailasTune 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...
2024-06-0647 min
Above The FoldFrom Australia to the US: Jade Cameron's Tips on Community BuildingTune 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...
2024-05-3037 min
Above The FoldFrom Acquisition to Retention: Mastering CX with Cate MarquesJoin 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! ...
2024-05-2345 min
Above The FoldHow Super Coffee’s Jimmy DeCicco Built a Coffee Empire Backed by A-RodJoin 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...
2024-05-1639 min
Numbers and NarrativesData Driven CX - Boost Your Brand's Impact w/ Jess CervellonOn this week's episode of Numbers and Narratives, we dive deep with Jess Cervellon into the world of customer experience and data analytics. Jess highlighted the transformation of customer service into customer experience, emphasizing the proactive use of data to enhance the customer journey. We explored practical tools like Klaviyo and Postscript that streamline communication, while also addressing the integration challenges that brands face. Whether you're running a startup or a seasoned business, understanding this shift and utilizing your CX team effectively can drastically improve how you connect with customers. Tune in to learn how to leverage data for...
2024-05-1337 min
Above The FoldCreating Authentic Content: Tips from Top Influencers Dallin and Bella LambertHang 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 creat...
2024-05-0946 min
Above The FoldFrom Disney to HopSkipDrive: Why Empathy is the Heart of Every CXJess 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 n...
2024-05-0240 min
Above The FoldHow to Create an Ultra Luxe Customer Experience with Madison MustJess 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...
2024-04-2535 min
Above The FoldWhy This Allbirds Marketer Loves InfluencersHave 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...
2024-04-1846 min
Above The FoldRejection to Retention: The Self-Made Success StoryUnlock 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 o...
2024-04-111h 01
Above The FoldPixels & Pores: A Chief Digital Officer's Guide to BeautyWe’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 bl...
2024-04-0445 min
Above The FoldStrategic Partnership in Customer Success, an Insider's MasterclassWelcome 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 i...
2024-03-2839 min
The Art of Feminine Business with Julie FouchtMarketing Your Way Through The Digital Age with Jess CervellonWhat a fun interview. My guest today has tons of energy, a wealth of wisdom and really understands the client journey from the first time they hear about you, to them whipping out their credit card to pay for your service, to the day when they complete their work with you and send a glowing testimonial. She is Jess Cervellon, a fractional CMO for creators who have millions of followers. She's become one of the go-to experts in creating brand strategy and end-to-end customer experience. Jess and I dish on: ...
2024-03-2534 minAbove The FoldInside the CX of Gordon Ramsay's Favorite Cookware BrandThe 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 int...
2024-03-1440 minAbove The FoldAn Insider's Look into Glossier's CXThis 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/.
2024-03-0746 minAbove The FoldHow This Leader Turned a Viral Burnt Pan Video into Customer Experience Gold!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 JUICEOFF101:11 - 2:00 Nancy’s CX background from Aurate to Caraway2:58 - 6:54 Humanizing CX and Crisis Management7:50 - 11:19 CX Feedback loop and Education11:33 - 14:27 Tech stack and opinion on tools...
2024-02-2936 min
Listening With Leaders151 - Embracing Empathy: A Revolutionary Approach to Leadership and Marketing with Jess CervellonYour host, Doug Noll, talks with the Fractional CMO and CXO, Jess Cervellon. Jess's journey is a testament to the transformative power of passion and adaptability. With a background in art, she found her calling in the realm of customer experience and marketing within the e-commerce industry. Her story is a reminder that our initial academic pursuits don't always dictate our career paths. Instead, it's the skills and insights we gain along the way that shape our professional trajectory.Jess emphasized the critical role of emotions in shaping consumer behavior. From the initial awareness of a product...
2024-01-3137 min
Fail With FireFail With Fire Podcast | Jess Cervellon - From Art School Student to VP Powerhouse!In this captivating episode of "Fail with Fire," we are thrilled to welcome Jess Cervellon, the Vice President of Customer Experience at Feastables. Our host Phoenix leads a deep dive into Jess's intriguing career path, from her beginnings in art school to her current status as a distinguished consultant in both B2B and B2C customer experience domains. Jess opens up about her personal and professional highs and lows, offering a candid look at the pivotal experiences that have shaped her journey.
Throughout the conversation, Jess shares her profound insights on the art of relationship building, the challenges...
2024-01-2249 min
The D2Z PodcastNavigating Business Growth and AI Impact with Jess Cervellon - 88Brandon Amoroso sits down with Jess Cervellon, former VP of Customer Experience at Feastables and a fractional CMO for various eCommerce businesses.Jess Cervellon takes us on a thrilling journey through her early days at Feastables, a startup that experienced remarkable growth. She shares the excitement of launching a business, adapting strategies, and the importance of flexibility in scaling.Join us as we explore the challenges of building brand communities without a prominent figurehead and uncover strategies for engaging audiences across various platforms. Jess reveals the secrets behind creating...
2023-12-2839 min
#Clockedin with Jordan Edwards#158 - Journey Through the Chaos and Thrills of Startup Life with Jess CervellonSend us a textEver wonder what it's like to leap from corporate America into the exhilarating but often chaotic world of startups? Join us as we sit down with Jess Cervellon, the fourth employee at Feastables, MrBeast Candy Company! We explore the freedom and the trials of startups, and how it contrasts with the structured corporate world. Jess gives us an insider's view of the day-to-day of working in a startup, sharing the funny mishaps that come with the territory, as well as the thrill that comes from wearing multiple hats and making real change.
2023-12-1942 min