The Juice with Jess

This 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 running in circles with your post-purchase strategy—this one's a must-listen.

This 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 not just pretty packaging) and why knowing your margins is still the most underrated skill in CPG.If you're building a product, running a brand, or trying to stay ahead of the trends in food, wellness, and consumer behavior, this convo is packed with insight you can actually use.

This 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're building a product, dreaming up your own brand, or just love hearing how chaos can turn into a cult hit, this episode's for you.

This 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 gold.If you're leading a team, trying to level-up your retention, or figuring out how actually to make customer support feel human again, this episode's got plenty to pull from.

This 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 learned moving from DTC to retail, and how YouTube is quietly becoming the new cable box. If you're working in brand, marketing, or just trying to keep up with the next generation of buyers, this episode is full of insights you'll actually use.

This 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 real community without being cringe, and why bundling isn't a growth strategy—it's just vibes if you don't know your numbers.If you work in CX, ecomm, or brand strategy—or you're just tired of beige sites and bloated tech stacks—this episode is packed with takes and tools you can actually use.

This 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 you're thinking about building a CX team, growing your career in customer experience, or figuring out how to use feedback in a way that actually leads to change, this one's for you.

This 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 some of the biggest names in the wine and spirits industry, plus why early experience in customer service and sales is an underrated advantage if you want to make it in marketing.If you're building a brand, scaling a business, or sharpening your marketing playbook, this episode is packed with real talk and strategies you'll actually want to use.

This 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 be a flywheel or a full-blown mess.Plus, we dig into why “better together” isn't just a tagline, what makes a brand collab flop, and how being top-of-mind is actually a retention strategy. We also spill a little Midcoast tea, share what we don't want to see at events anymore, and talk about building the kind of community we always wished existed.If you're in tech, sales, partnerships, or just trying to work with people who don't make you cringe—this one's for you.

This 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 POV on moderation, 1-star reviews (keep 'em!), and why every post-checkout survey needs a glow-up. If you're building a brand and want your customer insights to do more than collect dust in a dashboard, this one's for you.Listen now for practical tips on surveys, personalization, loyalty, and what it really takes to turn your customers into super fans.

This 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 launching two brands with one small team, why TikTok turned on them (lol, truly), and how staying product-led keeps the vision clear—even when the market throws curveballs.If you're trying to scale something meaningful, juggle two brands, or just need a reminder that not every decision needs a focus group, this one's for you.Listen now for insights on product development, startup reality checks, and the joy of building weird stuff that works.

This 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 homework, CX as a brand-building machine (shoutout Sean), and how to educate customers without giving a full-on TED Talk. Oh, and if your brand book still lives in a Dropbox folder labeled “v2_final_FINAL”? Yeah…we're talking to you.Whether you're building a brand, running CX, or just need a coffee that slaps—this one's full of gems.Listen now for insights on content, customer experience, and how to make your brand actually feel something.FREE COFFEE FOR ATF LISTENERS https://cometeer.com/zCovzi

This 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 branding is all about making people feel something.If you're building a brand, running a startup, or just wondering why your favorite soda looks so good on your fridge shelf, this episode is packed with insights you can actually use.Listen now for tips on brand strategy, customer experience, and why sometimes, less really is more.

✨ 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:

This 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 data and personalization are shaping the next era of CX. Plus, we dive into hot takes on Alex Cooper's Unwell, Alex Earle's rumored alcohol brand, and why creator-led businesses aren't always what they seem.If you're building a brand, scaling a business, or just tired of every e-commerce brand looking the same, this episode is packed with insight you can actually use.Listen now for real talk on brand strategy, CX, and why creative storytelling still matters.

This 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 horror stories (because we've all had those customers), and learn about the key metrics that Jaxxon tracks to keep leadership invested in CX.If you're building a brand, leading a CX team, or just tired of seeing customer experience treated like an afterthought, this episode is packed with insights you can actually use.Listen now for real talk on CX, retention, and why great customer experience is what keeps brands from flopping.---------------------------

This 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 majors, we see you), and why CX is more than just answering tickets.We also got into some hot takes—like why the customer isn't always right and why companies need to stop underfunding CX.If you're a CX leader, building a team, or just trying to make customer experience better where you work, this episode is for you.Listen now for real talk on:The unconventional career paths that led us to CXWhy CX deserves a seat at the table (and a real budget)How to build a CX team that doesn't burn outThe power of community in making CX leadership more sustainable

This 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:

This 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 challenges of building a CPG brand in a highly regulated space, how to market when you can't just run ads, why nostalgia works in branding, and how MixMix is making THC consumption more approachable than ever.If you're a brand builder, marketer, or just curious about where the THC industry is headed, this one's for you.Listen now for insights on branding, marketing, and the low-dose movement shaping the future of cannabis!---------------------------

What 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 industry on its head. With Nomadica, she's making high-quality wine accessible to everyone, with fun packaging, playlists, and tasting notes that actually make sense.But before we dive into Kristin's story, we want to take a moment to address something important. After filming, Kristin's home was affected by the LA wildfires. While she's safe, many in the community have lost everything. Kristin's request? If you can, support Nomadica and donate to help those in need. Every bit makes a difference. If you'd like to make a donation and learn more, click here for vetted fundraising campaigns, and here for more information on the fires.

This 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're building a brand, leading a team, or just trying to figure out your next big move, this episode is packed with insight you can actually use.Listen now for tips on content, CX, and why great branding is more than just looking good on a shelf!--------------------------- Follow Josh:Instagram: @thejoshleyvaFollow Mark:Instagram: @themarkgalvezFind Taste Salud:Instagram: @tastesalud

What 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 business.We talk about balancing creator-led brands with traditional marketing, navigating customer feedback (spoiler: people love a coffee soap), and designing campaigns that are as fun as they are functional. Kenzie also dishes on bundling, bold packaging, and why her favorite emails aren't flashy—they're real and raw.This episode is a blend of marketing genius, startup wisdom, and caffeine-fueled stories you won't want to miss. Whether you're building a brand or just love good coffee, grab a cup and tune in.☕

What 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 entrepreneurial chaos, building a brand with 90s nostalgia, and how to craft a product that's both fun and functional. The Jessicas also dish on bootstrapping their way through the beverage industry, making pop-ups cool again, and why Buddy might just show up at your next pregame.This episode is a mix of founder wisdom, hilarious hot takes (goodbye, Four Loko nightmares), and proof that sometimes the best ideas start with bad tequila and stale limes. Tune in for laughs, insights, and the inside scoop on making your next shot taste way better.

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!

This week, we're diving into the world of Can-Tini, the beautifully branded, ready-to-drink espresso martini, with its founder, Henry Rathjen.

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

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 ExperienceTune 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!Lucy Samuel Linkedin--------------------------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/justjessssssInstagram: https://www.instagram.com/jess.cervellon/---------------------------Interested in being a part of the show? Reach out at podcast@jesscervellon.com

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!Melissa Seligmann LinkedinThingtesting--------------------------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/justjessssssInstagram: https://www.instagram.com/jess.cervellon/

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!Harry Gray's InstagramMeat Mafia's SpotifyNoble Origins Website--------------------------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/justjessssssInstagram: https://www.instagram.com/jess.cervellon/

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/

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/justjessssssInstagram: https://www.instagram.com/jess.cervellon/

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

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 Journey02:45 - The Power of Building a Strong Feedback Loop05:30 - How Customer Feedback Shaped Product Development08:10 - Personalized CX in the Wellness Industry12:25 - Crafting Emotionally Intelligent CX Strategies16:50 - Scaling CX Teams and Processes for GrowthConnect 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/

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/

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/

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 Frescas06:59 Dream Job: Games, Kegs, Vibes12:38 CX: Seamless Across Channels16:13 From Defense to Offense with Jess17:55 Tackling a Confidence-Boosting Book21:24 Career-Changing Moment26:53 Teaching Problem Solving & Mentorship29:58 Networking & Community: Key to Growth35:42 Word-of-Mouth through Customer Care36:06 Team's Content Creation Power41:07 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/

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.

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 here and join the community!-------------------------Connect with Jess on LinkedIn: https://www.linkedin.com/in/jess-cervellon/Instagram: https://instagram.com/jess.cervellonWeekly newsletter: https://sundaypostcards.beehiiv.com/ X/Twitter: https://twitter.com/justjessssss

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.----------------------------------------

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 Experience05:50 Creating a Strong Brand Across Multiple Merchants13:00 Overcoming Customer Support Challenges in Different Retail Environments20:30 The Role of AI in Enhancing Customer Experience 28:45 Importance of Internal Management and Training in CX35:15 Authenticity in Job Interviews and Finding the Right Fit44:00 Building Trust and Engagement through Proactive Customer Communication52:25 The Impact of Inclusivity on Customer ExperienceDon'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.—----------------------------------------------------------------

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.—----------------------------------------------------------------

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 UCLA05:30 Developing a Specialized Customer Experience Team12:00 Implementing AI for Better Customer Interactions18:45 Importance of Communication in Leadership24:20 Leveraging AI and Data Analytics for Business Insights30:05 Evolving Nonprofit Ecommerce for Student Benefits35:50 Enhancing In-Store Pickups for Memorable Experiences42:15 Revenue Generation and Supporting Campus ActivitiesDon't miss this insightful episode for anyone looking to enhance their customer experience strategies, incorporate AI effectively, and support community-driven initiatives!----------------------

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!------------------------------

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!-------------------------------------

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.----------------------------

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!

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!-------------------------------------

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!------------------------------------

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."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/justjessssssInstagram: https://instagram.com/jessapplesauce

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-commerce10:00 – 15:30: Creating a Seamless User Journey15:30 – 20:45: Content Marketing and AI Tech20:45 – 25:00: Shifting from B2B to E-commerce25:00 – 30:20: Omnichannel Strategies and Returns30:20 – 35:45: COVID-19's Impact on Behavior35:45 – 40:10: Retail Evolution with Tech40:10 – 45:30: Customer Feedback to Product Improvement45:30 – 50:50: Loyalty Programs and Membership50:50 – 55:00: AI Chatbots for Support and Discovery55:00 – 1:00:00: Education in Sales and Consumer ShiftsDon't miss this deep dive into the holistic approach to brand experience with Melanie Cummings on "The Juice with Jess Cervellon."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/justjessssssInstagram: https://instagram.com/jessapplesauce

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 mission05:30 - 10:15: Consistent branding across Walmart and Amazon15:45 - 20:20: Challenges in controlling messaging on various platforms25:00 - 30:10: Innovation and launch of the charcoal diaper30:10 - 35:25: Importance of packaging and brand messaging35:25 - 40:00: Insight into rebranding for retail differentiation45:20 - 50:40: Transition from influencer to brand marketer55:10 - 1:00:00: Personalized experiences and consumer insights1:00:00 - 1:05:30: Importance of qualitative and quantitative surveying1:05:30 - 1:10:45: Embracing multifaceted career paths and soft ambition-------------------------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/justjessssssInstagram: https://instagram.com/jessapplesauceConnect with Alexandra: https://www.linkedin.com/in/alexandra-vailas/