📲 Follow Daniel:

LinkedIn: linkedin.com/in/daniel-schwarz-2b882943

📲 Check out Chuza:

Website: chuza.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: linkedin.com/in/jess-cervellon

Twitter: x.com/jesscervellon

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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, how DEI should inform experience design from day one, and why loyalty is built through belonging, not discounts.

If you’re a CX leader, founder, marketer, or operator trying to build experiences that customers actually remember, this episode is packed with insight you can use immediately. Listen now for a grounded, honest take on empathy, retention, and what sustainable growth really looks like in ecommerce today.

📲 Follow Aniesha:

LinkedIn: https://www.linkedin.com/in/anieshajones/

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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: linkedin.com/in/jess-cervellon

Twitter: x.com/jesscervellon

Instagram: instagram.com/jess.cervellon

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 story behind HAM — the analytics platform built specifically for subscription operators who are tired of messy spreadsheets and bad data.

If you’re running a subscription brand, leading a CX or ops team, or trying to understand why customers cancel in the first place, this episode is packed with actionable insights you can actually use.

Listen now for tactical advice on retention, subscription analytics, operational excellence, and why great customer experience is built long before a support ticket ever gets opened.

📲 Follow Hattie:

LinkedIn: https://www.linkedin.com/in/harriet-gilpin/

📲 Check out Wellbel:

https://www.wellbel.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: linkedin.com/in/jess-cervellon

Twitter: x.com/jesscervellon

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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 and what it really takes to create a brand with momentum (hint: it’s not perfection, it’s punk energy).

We talk scrappiness, culture-making, why marketing is “bullshit” but also the whole game, and how to know when you’ve hit that strategic moment where a brand is ready for its next level. Plus, Alex shares the story behind Manojo Mezcal; from Oaxacan lore to thoughtful design decisions, to partnering with world-renowned chef Enrique Olvera to build something that stays true to place, people, and craft.

If you're building a brand, dreaming about your next product, or trying to figure out how the hell to make noise in a crowded space, this episode is stacked with insight you can actually apply.

Tune in for stories about creative risk, real brand building, entrepreneurship that doesn’t look like a LinkedIn post, and why the best ideas usually start with a little chaos.

📲 Follow Alex:

Linkedin: https://www.linkedin.com/in/alexanderferzan/

📲 Check out Manojo Mezcal:

Website: https://manojomezcal.com/

📲 Check out ZADDY:

Linkedin: https://www.linkedin.com/company/zaddy-llc/

Website: https://www.zaddy.net/

👋 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: linkedin.com/in/jess-cervellon

Twitter: x.com/jesscervellon

Instagram: instagram.com/jess.cervellon

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 mascot, Rollie the Chief Dough Officer, riding shotgun and controlling the music.

Patrick breaks down his philosophy on hospitality and why frozen food deserves the same level of care as a restaurant experience. From packaging and cooking instructions to emotional branding and clarity of communication, every detail is intentional. He also shares how the team uses kids’ reactions to Rollie, retailer feedback, and product testing to shape the future of the brand.

We talked about the whitespace in frozen Asian food, why the category has not evolved in decades, and how Laoban plans to change that with items like scallion pancakes, Taiwanese popcorn chicken, bao, and of course dumplings. Patrick also opens up about hard decisions, like pulling a product launch from Whole Foods until it met their standards — a choice that led to an even stronger partnership and their successful bao rollout.

If you love brand building, hospitality, food culture, or founder stories that do not take themselves too seriously, this episode is full of heart, honesty, and plenty of Rollie energy.

📲 Follow Patrick:

Linkedin: https://www.linkedin.com/in/j-patrick-coyne/

📲 Check out Laoban:

Linkedin: https://www.linkedin.com/company/laoban-dumplings/

Website: https://laobandumplings.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: linkedin.com/in/jess-cervellon

Twitter: x.com/jesscervellon

Instagram: instagram.com/jess.cervellon

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 building loyalty through authenticity, to launching at Costco and learning how to scale without losing soul. Plus, Erin opens up about her journey across brand, growth, and retail, and why empathy, curiosity, and care are at the center of every campaign she leads.

If you’re in the business of brand storytelling, community, or CPG growth, this episode will remind you that real connection always wins.

Listen now for insight on marketing, brand experience, and what it takes to create a lifestyle around your product, one that’s built on purpose, not pressure.

Brami is currently hosting community events across the U.S., in New York, Seattle, Chicago, San Diego, and Atlanta.

If you live in one of these cities, DM Erin or Brami to join one of their upcoming experiences.

📲 Follow Erin:

Linkedin: https://www.linkedin.com/in/erinmeskers/

📲 Check out Brami:

Linkedin: https://www.linkedin.com/company/brami/

Website: https://enjoybrami.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: linkedin.com/in/jess-cervellon

Twitter: x.com/jesscervellon

Instagram: instagram.com/jess.cervellon

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 from reactive support to proactive CX, the importance of tracking “silent wins” like low ticket-to-order ratios, and why transparency should be your brand’s default setting. Sydney breaks down why the best metric isn’t how many tickets your team closes, it’s how many you prevent by setting the right expectations.

We also talk about leadership. Sydney opens up about how mentors shaped her career and how she now pays it forward by building teams that feel heard, supported, and empowered. Her approach is rooted in empathy and connection, and it shows up in everything she does, from team culture to how she thinks about the customer journey.

If you care about building trust, leading with transparency, and empowering your CX teams to do their best work, this episode’s for you.

Listen now for insights on leadership, trust, and how to turn every touchpoint into a relationship, not just a transaction.

📲 Follow Sydney:

Linkedin: https://www.linkedin.com/in/sydneychestler/

📲 Check out Fresh Clean Threads:

Linkedin: https://www.linkedin.com/company/fresh-clean-threads/

Website: https://freshcleantees.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: linkedin.com/in/jess-cervellon

Twitter: x.com/jesscervellon

Instagram: instagram.com/jess.cervellon

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 perspective hits hard: retention starts at acquisition, and brand equity starts with truth.

Rachel opens up about why the DTC space has lost some of its transparency and how brands can get it back. We talk about the balance between performance and authenticity, why marketing ops deserve way more credit than they get, and how to keep growth and retention teams working together instead of in silos. She also shares her advice for early-stage founders, from who to hire first to why you should bring a CX expert into the conversation before launch, not after.

We also dig into creativity and process, two things Rachel refuses to separate. She calls herself a “process freak,” but it’s her eye for brand storytelling and love of cinematic content that makes her stand out. Whether she’s talking about AI in marketing or the art of a well-crafted ad, Rachel’s take is clear: real connection always beats shortcuts.

If you’re building a brand, leading a marketing team, or rethinking what growth should look like in 2025, this episode is packed with lessons you’ll actually want to use.

📲 Follow Rachel:

Linkedin: https://www.linkedin.com/in/rachelecoburn/

👋 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: linkedin.com/in/jess-cervellon

Twitter: x.com/jesscervellon

Instagram: instagram.com/jess.cervellon

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 good design — it’s about knowing what makes people stop, look, and feel something.

She talks about how Dr. Squatch keeps its humor while scaling into major retailers like Walmart, Target, and Costco, and what really went into the Sydney Sweeney campaign that broke the internet. Tess also shares why she believes “bad feedback” doesn’t exist when you care enough to listen, and how she ensures customer insights are front and center — even the company’s COO reads NPS reports every week. Finally, she explains what the Unilever acquisition means for the brand and why loyal fans have nothing to worry about.

If you’re building a brand, leading a CX team, or figuring out how to stay human as you grow, this episode is packed with takeaways you can actually use. Listen now for lessons on creativity, brand voice, and why humor, empathy, and authenticity never go out of style.

📲 Follow Tess:

Linkedin: https://www.linkedin.com/in/tasnuva-awal/

📲 Check out Dr. Squatch:

Linkedin: https://www.linkedin.com/company/dr-squatch/

Website: https://www.drsquatch.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: linkedin.com/in/jess-cervellon

Twitter: x.com/jesscervellon

Instagram: instagram.com/jess.cervellon

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 changing the way teams connect with their customers.

We also unpack what it takes to make data feel human, how to translate in-store experiences to e-commerce, and why loyalty is really about connection, not points or perks.

If you are building a CX team, refining your brand’s voice, or just figuring out how to make your customer experience feel more human, this episode is packed with insights you can actually use.

Listen now for takeaways on empathy, data storytelling, and how to bring heart back into digital experience.

📲 Follow Lisa:

Linkedin: https://www.linkedin.com/in/lisayarrow/

📲 Check out Everlane:

Linkedin: https://www.linkedin.com/company/everlane/

Website: https://www.everlane.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: linkedin.com/in/jess-cervellon

Twitter: x.com/jesscervellon

Instagram: instagram.com/jess.cervellon

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, holding radical transparency as her rule. She talks about rebranding RealSelf to modernize the experience while keeping its loyal community at the center, and why companies that resist change get left behind. We also dig into the gap between corporate excitement about AI and consumer distrust, and Minou’s long-term vision for RealSelf beyond aesthetics to include wellness, nutrition, and mental health.

If you’re building a brand, leading a team, or just want to understand how empathy and bold change fuel real growth, this episode is packed with insights you can use. Listen now for lessons on leadership, digital growth, and why being authentic is the best strategy.

📲 Follow Minou:

Linkedin: https://www.linkedin.com/in/minouclark/

📲 Check out RealSelf:

Linkedin: https://www.linkedin.com/company/realself-com/

Website: https://www.realself.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: linkedin.com/in/jess-cervellon

Twitter: x.com/jesscervellon

Instagram: instagram.com/jess.cervellon

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 the hard truth that building an operating business is a whole different challenge. She opens up about their biggest early mistake — creating their first brand for themselves instead of their customers — and why “direct with consumer” is the only way to win.

We also get into why a brand is like a human being, with depth, layers, and personality that evolves over time, and why so many companies still get this wrong. Suze explains how product quality, customer education, and thoughtful retention strategies go hand-in-hand with building a strong brand. And she doesn’t shy away from the business side either, talking about margins, pricing, capital, and why most consumer founders should think twice before raising institutional funding.

If you’re building a consumer brand, leading a team, or just curious about how to connect with customers in ways that actually last, this episode is packed with insights you can use right away.

Listen now for lessons on brand building, customer experience, and why empathy and clarity will always beat hype.

📲 Follow Suze:

Linkedin: https://www.linkedin.com/in/suzedowling/

📲 Check out Pattern:

Linkedin: https://www.linkedin.com/company/pattern-brands/

Website: https://www.patternbrands.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: linkedin.com/in/jess-cervellon

Twitter: x.com/jesscervellon

Instagram: instagram.com/jess.cervellon

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 as her first business and turning cooking lessons into a career that has lasted over 16 years, and creating Satya Blends with her mom, inspired by her grandmother’s cooking classes in Bombay. She also talks about the challenges of honoring tradition while making spices mainstream and easy to use, and why packaging, sampling, and constant education are the keys to building customer loyalty in CPG.

If you’re building a food brand, leading a CPG startup, or just want to learn how heritage can shape customer experience, this episode is packed with practical insight you can actually use.

Listen now for tips on CPG marketing, customer education, and why the best food brands are built on empathy and tradition.

📲 Follow Rama:

Linkedin: https://www.linkedin.com/in/rama-ginde-06222987/

📲 Check out Satya Blends:

Linkedin: https://www.linkedin.com/company/satya-blends/

Website: https://satyablends.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: linkedin.com/in/jess-cervellon

Twitter: x.com/jesscervellon

Instagram: instagram.com/jess.cervellon

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 superpower
• What 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 retention
• Subscription loyalty, cross-sell opportunities, and how to keep customers engaged after the first purchase
• The balance between automation, AI, and the very human work of talking about… well, poop 💩

If you’re scaling a brand, leading a CX team, or just want to hear how to turn taboo topics into loyal customers, this episode is full of insight you can actually use.

Listen now for tips on CX strategy, subscription retention, and why even bidets need great brand storytelling.

📲 Follow Ren:

Linkedin: https://www.linkedin.com/in/ren-fuller-wasserman-68709a52/

📲 Check out Tushy:

Linkedin: https://www.linkedin.com/company/tushy/

Website: https://hellotushy.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: linkedin.com/in/jess-cervellon

Twitter: x.com/jesscervellon

Instagram: instagram.com/jess.cervellon

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 of AI in CX, and why empathy and product knowledge will always be the secret sauce of customer success.

If you’re leading a CX team, building SaaS, or trying to scale a consumer brand, this episode is packed with hard-won insights from two people who’ve lived on both sides of the table.

Listen now for the truth about B2B vs DTC CX, retention that actually works, and what “fractional” really means when you’re in the trenches with founders.

📲 Follow Michael:

Linkedin: https://www.linkedin.com/in/michaeljbair/

📲 Check out Bair Consulting:

Linkedin: https://www.linkedin.com/company/bairconsulting/

Website: bairconsulting.co

👋 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: linkedin.com/in/jess-cervellon

Twitter: x.com/jesscervellon

Instagram: instagram.com/jess.cervellon

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 launch a brand in CPG without any prior industry experience, and why that can actually be a superpower 🚀.

If you’re building a brand, leading a CX team, or just curious about what makes people feel truly cared for, this episode is packed with insights you can use right away. 🔑

🎧 Listen now for takeaways on empathy, brand trust, and why CX deserves a seat at the table.

📲 Follow Mackenzie:

Linkedin: https://www.linkedin.com/in/mackenzielukas/

📲 Check out Hormbles Chormbles:

Instagram: @hormbles

Website: hormbles.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: linkedin.com/in/jess-cervellon

Twitter: x.com/jesscervellon

Instagram: instagram.com/jess.cervellon

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 customers loyal.

We also cover the role of automation (and when it goes too far), how to make customer feedback actually influence product and marketing, and the hot take both of them have on CX as a driver of retention, not a cost center.

If you lead a team, work in customer experience, or want to understand how brands keep customers coming back, this episode is full of insights you can use right now.

🎧 Listen now for real talk on CX metrics, team building, and why great service is about more than speed.

📲 Follow Max:

Linkedin: linkedin.com/in/max-wallace

📲 Follow Kara:

Linkedin: linkedin.com/in/kara-randle 

📲 Check out Tommy John:

Instagram: @tommyjohnwear

Website: tommyjohn.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: linkedin.com/in/jess-cervellon

Twitter: x.com/jesscervellon

Instagram: instagram.com/jess.cervellon

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 like to grow with intention when most CPG brands are sprinting to exit.

If you’re building a product brand, growing DTC, or trying to stay values-aligned as you scale, this episode’s packed with takeaways you can actually use.

🎧 Listen now to hear how Berk’s building Heraclea brick by brick and why Turkish olive oil is having its moment.

📲 Follow Berk:

Instagram: @mberkbahceci

Website: linkedin.com/in/mberkbahceci/ 

📲 Check out Heraclea:

Instagram: @weareheraclea

Website: heraclea.co 

👋 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: linkedin.com/in/jess-cervellon

Twitter: x.com/jesscervellon

Instagram: instagram.com/jess.cervellon

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 with resale, sustainability, and segmented CX all without losing brand integrity.

If you’ve ever wondered how to scale without losing soul, or how to make your retention strategy feel more personal than automated, this one’s for you.

🎧 Listen now for insights on loyalty, lifecycle, and building brands with staying power.

📲 Follow Lisa:

Instagram: @lisaroonielsen

LinkedIn: linkedin.com/in/lisanielsen414/ 

📲 Check out Victoria Beckham:

Website: international.victoriabeckham.com/

Instagram: instagram.com/victoriabeckham/ 

This episode is brought to you by Attentive 💛

📲 Check out Attentive:

Website: attentive.com

Instagram: @attentivehq

👋 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: linkedin.com/in/jess-cervellon

Twitter: x.com/jesscervellon

Instagram: instagram.com/jess.cervellon

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 community management completely wrong.

If you’re building, scaling, or just wondering how to turn attention into long-term love, this episode’s got you.

🎧 Listen now for insights on retail, retention, and building brands that stick around.

📲 Follow Liz:

Instagram: @lizaaaaay

Website: linkedin.com/in/ecahern/

📲 Check out Brand 555:

Instagram: @brand555_marketing

Website: brand555.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:

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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). Plus, Larry’s take on what actually makes someone a loyal customer is one you’ll want to steal.

If you’re in retention, CX, or just trying to stop losing customers in the post-purchase void, you’ll want to catch this one.

🎧 Listen in for insights on retention, returns, and how to stop leaving money (and trust) on the table.

📲 Follow Larry:

Instagram: @lthoma1

LinkedIn: linkedin.com/in/larrythoma/

📲 Check out parcelLab::

Website: parcellab.com/

Instagram: @parcellab

👋 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: linkedin.com/in/jess-cervellon

Twitter: x.com/jesscervellon

Instagram: instagram.com/jess.cervellon

📊 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 just getting started

🛍️ What customer experience looks like in a mobile-first, AI-powered, “I want it now” world

👉 Hit play for insights on personalization, retention, and what modern lifecycle marketing requires in 2025.

📲 Follow Keri:

LinkedIn: linkedin.com/in/keri-mcghee/

📲 Check out Attentive:

Website: attentive.com

Instagram: @attentivehq

✨ Want More Like This?

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About Sunday Postcards

Enjoying the show? Keep the insights flowing by subscribing to my newsletter, Sunday Postcards. Each week, I share tips, stories, and strategies to help you unlock brand success. Subscribe at www.sundaypostcards.co and join the community.

👋 Connect with Jess:

 • LinkedIn: linkedin.com/in/jess-cervellon 

 • Twitter: x.com/jesscervellon 

 • Instagram: instagram.com/jess.cervellon 

👍 Like, comment, and subscribe for more insights on brand-building, customer experience, and business growth!

#AboveTheFoldPodcast #CXStrategy #LifecycleMarketing #CustomerExperience #MarketingAI #BrandGrowth #RetentionMarketing #Attentive #SMSMarketing #MarketingPodcast #AICustomerExperience

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 building a free science curriculum that could change classrooms across the country.

If you’re building a subscription brand, running CX, or just trying to connect your content to your customer—this episode is full of takeaways you can actually run with.

🎧 Listen now for tips on retention, product storytelling, and why real brand magic happens after the unboxing

📲 Follow Jim:

LinkedIn: linkedin.com/in/jimelee/

Instagram: @jim.e.lee

📲 Follow CrunchLabs:

Website: crunchlabs.com

Instagram: @crunchlabs

👋 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: linkedin.com/in/jess-cervellon

Twitter: x.com/jesscervellon

Instagram: instagram.com/jess.cervellon

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.

🎧 Listen now on flexible CX, smarter subs, and retention that actually hits.

📲 Follow Nikki:

LinkedIn: linkedin.com/in/nikkitooman/

Instagram: @nikkdoll

📲 Follow AJ:

LinkedIn: linkedin.com/in/aj-patel-ecommerce/

📲 Follow U Beauty:

Website: ubeauty.com

Instagram: @ubeauty 

📲 Follow Sticky Digital:

Website: stickydigital.io

Instagram: @stickydigital

📢 Big shoutout to Recharge for letting us run wild at ChargeX for this episode!

👋 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: linkedin.com/in/jess-cervellon

Twitter: x.com/jesscervellon

Instagram: instagram.com/jess.cervellon

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.

🎧 Listen now for takes on product-market fit, retail strategy, and why not everyone needs to start a brand.

📲 Follow Nate:

Instagram: @nate__rosen

LinkedIn: linkedin.com/in/nathaniel-rosen/

📲 Follow Express Checkout:

Instagram: @expresscheckout

LinkedIn: linkedin.com/company/express-checkout-news/

Website: expresscheckout.substack.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: linkedin.com/in/jess-cervellon

Twitter: x.com/jesscervellon

Instagram: instagram.com/jess.cervellon

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.

🎧 Listen now to learn how Tippy Type became the keyboard cover for long nails—and why slow growth might actually be your secret weapon.

📲 Follow Sara:

Instagram: @sarayoungwang

LinkedIn: linkedin.com/in/youngsara/

📲 Follow Chloe:

Instagram: @wheretoclo

LinkedIn: linkedin.com/in/chloe-mae/

📲 Follow Tippy Type:

Instagram: @tippytype.co

TikTok: @tippytype

Website: https://tippytype.co/

👋 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: linkedin.com/in/jess-cervellon

Twitter: x.com/jesscervellon

Instagram: instagram.com/jess.cervellon

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.

🎧 Listen now to learn why small teams slay, how to build loyalty that sticks, and why your CX squad might be the secret sauce to your brand’s longevity.

📲 Follow Nichelle:

Instagram: @butwithan.n

LinkedIn: linkedin.com/in/nnmesa/

📲 Follow Girlfriend Collective

Instagram: @girlfriend

Website: girlfriend.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: linkedin.com/in/jess-cervellon

Twitter: x.com/jesscervellon

Instagram: instagram.com/jess.cervellon

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.

🎧 Listen now for takes on Gen Z, trust, and why the best brands don’t just talk the talk—they build a community that lasts.

📲 Follow Reid:

Instagram: @reidjlitman

LinkedIn: linkedin.com/in/reidlitman/

📲 Follow Ogilvy

Instagram: @ogilvy

Website: ogilvy.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: linkedin.com/in/jess-cervellon

Twitter: x.com/jesscervellon

Instagram: instagram.com/jess.cervellon

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.

🎧 Listen now for insights on building smarter, designing better, and getting real about what works in DTC.

📲 Follow Patrick:

Instagram: @patrickbjohnson

LinkedIn: linkedin.com/in/patrickbjohnson/

🌐 Keep up with Dear Summer:

Instagram: @dearsummerco_

Website: www.dearsummer.com (sign up for early access)

👋 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: linkedin.com/in/jess-cervellon

Twitter: x.com/jesscervellon

Instagram: instagram.com/jess.cervellon

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.

🎧 Listen now for tips on team structure, retention beyond emails, and why your PDP probably needs a little more love.

📲 Follow 

Instagram: @aurschorr

LinkedIn: linkedin.com/in/lauren-schorr-69b0101aa/

📲 Follow 

Instagram: @nestig

Website: nestig.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: linkedin.com/in/jess-cervellon

Twitter: x.com/jesscervellon

Instagram: instagram.com/jess.cervellon

✉️ Interested in learning about Hark? Check out our friends here: sendhark.com

Hark brings customer feedback to life with Customer-Generated Content (CGC) and uses AI to identify ways you can optimize your business.

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.

🎧 Listen now for insights on brand loyalty, personalization, and why luxury brands are winning by keeping it real.

📲 Follow 

Instagram: @kateeliza23

LinkedIn: linkedin.com/in/kzaman917/

📲 Follow 

Instagram: @reservebarspirits

Website: https://www.reservebar.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: linkedin.com/in/jess-cervellon

Twitter: x.com/jesscervellon

Instagram: instagram.com/jess.cervellon

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.

🎧 Listen now for gems on partnerships, career pivots, community building, and why relationship-first is the real growth strategy.

📲 Follow 

Instagram: @dilllpicklesss

LinkedIn: www.linkedin.com/in/dillon-duchesne-215544206/

📲 Follow 

Instagram: @yotpo

Website: https://www.yotpo.com/

📲 Follow 

Instagram: @midcoastcommunity 

Website: https://midcoast.community/

👋 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: linkedin.com/in/jess-cervellon

Twitter: x.com/jesscervellon

Instagram: instagram.com/jess.cervellon

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.

📲 Follow 

Instagram: @lindsaykolinsta

LinkedIn: linkedin.com/in/lindsay-kolinsky/

📲 Follow 

Instagram: @getokendo 

Website: https://okendo.io/

👋 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: linkedin.com/in/jess-cervellon

Twitter: x.com/jesscervellon

Instagram: instagram.com/jess.cervellon

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.

📲 Follow 

Instagram: @adam_simone

LinkedIn: linkedin.com/in/adamsimone/

📲 Follow 

Instagram: @leafshave & @getsmoosh

Website: https://leafshave.com/ & https://getsmoosh.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: linkedin.com/in/jess-cervellon

Twitter: x.com/jesscervellon

Instagram: instagram.com/jess.cervellon

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

📲 Follow

Instagram: @olivialaskowski

LinkedIn: linkedin.com/in/olivialaskowski/

📲 Follow

Instagram: @cometeer

Website: cometeer.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: linkedin.com/in/jess-cervellon

Twitter: x.com/jesscervellon

Instagram: instagram.com/jess.cervellon

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.

📲 Follow 

Instagram: @kreeder628

LinkedIn: linkedin.com/in/kate-reeder-419b6640/

📲 Follow 

Instagram: @unitedsodas

Website: unitedsodas.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: linkedin.com/in/jess-cervellon

Twitter: x.com/jesscervellon

Instagram: instagram.com/jess.cervellon

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 with it

💬 How CX teams can actually make an impact instead of just putting out fires all-day

😂 Some wild CX stories that you don’t want to miss

👉 Hit play for insights on customer experience, retention, and how to build a brand people actually love.

And one last thing… this episode marks ONE YEAR of Above The Fold Podcast! I love and appreciate you all that tune in every week. 

📲 Follow J-Rose:

Instagram: @heartstarkid

LinkedIn: linkedin.com/in/jessica-rose-garcia-95a38289

📲 Follow OneSkin:

Instagram: @oneskin.co

Website: linkedin.com/company/oneskin

✨ Want More Like This?

Subscribe for more founder stories, marketing insights, and behind-the-scenes action in the world of CPG, brand strategy, and customer experience!

About Sunday Postcards

Enjoying the show? Keep the insights flowing by subscribing to my newsletter, Sunday Postcards. Each week, I share tips, stories, and strategies to help you unlock brand success. Subscribe at www.sundaypostcards.co and join the community.

👋 Connect with Jess:

 • LinkedIn: linkedin.com/in/jess-cervellon 

 • Twitter: https://x.com/jesscervellon 

 • Instagram: instagram.com/jess.cervellon 

👍 Like, comment, and subscribe for more insights on brand-building, customer experience, and business growth!

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.

📲 Follow Ali:

Instagram: @alirosevan

LinkedIn: https://www.linkedin.com/in/ali-rose-vanoverbeke/

📲 Follow Kadeya:

Instagram: @kadeya.club

Website: www.kadeya.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: linkedin.com/in/jess-cervellon

Twitter: x.com/jesscervellon

Instagram: instagram.com/jess.cervellon

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.

---------------------------

📲 Follow Caela:

Instagram: @caela_castillo

LinkedIn: linkedin.com/in/caela-castillo-29a73770/

📲 Follow Jaxxon:

Instagram: @jaxxon

Website: www.jaxxon.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://x.com/jesscervellon

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

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 CX
• Why CX deserves a seat at the table (and a real budget)
• How to build a CX team that doesn’t burn out
• The power of community in making CX leadership more sustainable

📲Connect with the Girls on LinkedIn:

Ashley Harris (Caraway): https://www.linkedin.com/in/ashleymacy/ 

Cati Brunell-Brutman (Glossier): https://www.linkedin.com/in/cati-brunell-brutman-5355b04a/ 

Molly Meetz (Corso): https://www.linkedin.com/in/molly-meetz/ 

Leanna Nazzizi (Victoria Beckham Beauty): https://www.linkedin.com/in/leanna-nazzisi/ 

Nancy Gurd (Caraway): https://www.linkedin.com/in/nancy-gurd-17b67a209/ 

Lauren Schorr (Nestig): https://www.linkedin.com/in/lauren-schorr-69b0101aa/ 

Special offer: 

❤️‍🔥Use "ABOVETHEFOLDPOD" for 20% off between 1st-31st of March at Caraway ❤️‍🔥

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://x.com/jesscervellon 

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

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-of-mouth marketing (and why “mom-fluencers” are game-changers)

🔥 Why Equip is staying lean, profitable, and intentional instead of chasing trends

🔥 How listening to customers led to first-to-market innovations like colostrum gummies

🔥 That time Gwyneth Paltrow casually gave Equip a shoutout on The Skinny Confidential

If you’re scaling a brand, thinking about DTC growth, or just want to hear how Equip is rewriting the rules in supplements, this one’s packed with insights you can actually use.

Follow Kieran:

Instagram: @kieranmathew_

X: @kieranmathew

LinkedIn: linkedin.com/in/kieranmathew/ 

Follow Equip Foods:

Equip Foods: @equipfoods

Website: www.equipfoods.com

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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! 

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Connect with Jess on: 

LinkedIn: https://www.linkedin.com/in/jess-cervellon/  

Twitter: https://x.com/jesscervellon  

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

Youtube: https://www.youtube.com/@JessCervellon

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!

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📲Follow the Team:

Allison Disney: linkedin.com/in/allisondisney

Katelin Randall: linkedin.com/in/katelin-randall-b0351373/

Matt Sabo: linkedin.com/in/matthewsabo/

🔗 Follow MixMix:

Instagram: @getmixmix

Website: www.getmixmix.com

🎙️Follow Open Late Collective to catch the next AfterHours LIVE show!:

LinkedIn: https://www.linkedin.com/company/open-late-collective/ 

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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! 

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Connect with Jess on: 

 • LinkedIn: linkedin.com/in/jess-cervellon 

 • Twitter: https://x.com/jesscervellon 

 • Instagram: instagram.com/jess.cervellon

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. 

🎧 Listen now to hear how Kristin turned her vision into a thriving wine brand and why Nomadica is set to revolutionize the industry!

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Follow Kristin:

📸 Instagram: @kristin___o

Try Nomadica:

📸 Instagram: @nomadica

🌐 Website: www.explorenomadica.com

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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://x.com/jesscervellon  

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

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!

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Follow Josh:

Instagram: @thejoshleyva

Follow Mark:

Instagram: @themarkgalvez

Find Taste Salud:

Instagram: @tastesalud

🌐 Website: www.tastesalud.com 

Listen to La Platica:

Apple Podcasts: https://podcasts.apple.com/us/podcast/la-platica/id1491416976 

 -------------------------- 

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://x.com/jesscervellon 

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

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.

☕ 🎧 Listen now for laughs, insights, and all the secrets behind making absurdly good coffee.

Follow Kenzie:

📸 Instagram: @kenziemcandrew

🌐 Website: www.topofthemornincoffee.com

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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://x.com/jesscervellon

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

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.

🎧 Grab a Chaser and listen now for tips on branding, building, and not throwing up blue liquid.

Follow Jess & Jess:

📸 Instagram: @gotchaser

🌐 Website: www.gotchaser.com

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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://x.com/jesscervellon

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

In this chaotic and juice-soaked episode, we channel our inner QVC hosts with a live JUV press demo—yes, things got messy. Jai talks about ditching clunky juicers, winning over influencers, and building a brand that’s as fresh as the ginger in your juice. We go deep into community vibes, scrappy growth hacks, and the fears of scaling without losing your soul (or your pulp).

This episode is part entrepreneurial wisdom, part juice ASMR, and 100% proof that turning a problem into a product can be a wild (and delicious) ride. Tune in for laughs, lessons, and the secret to a killer carrot-orange-ginger juice!

🎧 Tune in for tips on branding, scaling, and staying true to your vision.

Follow Jai and JUV:

📸 Instagram & TikTok: @getjuv

🌐 Website: https://getjuv.com/

🎧 Don’t forget to like, comment, and subscribe for more founder stories and behind-the-scenes insights into the world of CPG, brand strategy, marketing and customer experience.

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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/

Henry shares the inspiring founder story of Can-Tini, how it all started with a holiday bar conversation, and the journey of creating a standout product in Austin’s competitive beverage scene. From branding strategies and overcoming manufacturing challenges to building a community organically without paid ads, this conversation is packed with entrepreneurial insights.

We also discuss the “Espresso Martini Effect,” how Can-Tini is becoming a lifestyle brand, and why Austin’s community is perfect for launching this innovative product. Plus, Henry teases exciting updates, including a new and improved version of Can-Tini launching soon. 🚀

🌟 Topics Covered:

• Can-Tini’s founder story & branding journey

• Challenges of entering the alcohol industry

• The role of customer feedback in product development

• Organic marketing, influencer gifting, and building a community

• How Can-Tini is redefining the espresso martini experience

Follow Henry and Can-Tini:

📸 Instagram & TikTok: @DrinkCantini

🌐 Website: https://www.can-tini.com/

📍 Discover where to find Cantini near you and request it at your local store!

🎧 Don’t forget to like, comment, and subscribe for more founder stories and behind-the-scenes insights into the world of CPG, brand strategy, marketing and customer experience.

--------------------------

Enjoying Above the Fold? Keep the insights coming by subscribing to my newsletter, Sunday Postcards. Each week, I share tips, stories, and strategies that help you unlock the secrets to brand success. Written from my experience in the marketing world, it’s your go-to source for staying ahead of the curve. Subscribe at www.sundaypostcards.co and join the community!

---------------------------

Connect with Jess on:

LinkedIn: https://www.linkedin.com/in/jess-cervellon/

Twitter: https://twitter.com/justjessssss

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

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

We explore the power of humor in branding, the importance of cohesive messaging across all touchpoints, and how great copy can elevate the customer experience. Whether you’re building a brand voice from scratch or refining your messaging, Lucy’s insights will inspire you to think differently about how your brand connects with its audience.

[2:30 - 8:00] Transition from CX to Copywriting

[8:00 - 15:00] The Role of Humor in Copywriting

[15:00 - 20:00] Case Studies: Writing for The Bouqs, TomboyX, and Hedley & Bennett

[20:00 - 25:00] Building a Brand Voice

[25:00 - 30:00] How Good Copy Shapes Customer Experience

Tune in to hear how Lucy bridges creativity and strategy to help brands stand out and leave a lasting impression!

Want to learn more about Lucy and get in touch? Hit the link below!

Lucy Samuel Linkedin

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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/

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Interested in being a part of the show? Reach out at podcast@jesscervellon.com

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 Linkedin

Thingtesting

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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/

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 Instagram

Meat Mafia's Spotify

Noble Origins Website

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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!

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Connect with Jess on:

LinkedIn: https://www.linkedin.com/in/jess-cervellon/

Twitter: https://twitter.com/justjessssss

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

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.

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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/

Episode Highlights:

• [02:00] The Transition to Entrepreneurship

• [06:00] Building Lunar Hard Seltzer

• [10:00] Breaking into the Beverage Market

• [16:00] Cultural Representation & Consumer Connection

• [20:00] Hustling on the Ground

• [30:00] Lessons Learned in Retail

• [45:00] Future Plans for Lunar

—-----------------------

Enjoying Above the Fold? Keep the insights coming by subscribing to my newsletter, Sunday Postcards. Each week, I share tips, stories, and strategies that help you unlock the secrets to brand success. Written from my experience in the marketing world, it’s your go-to source for staying ahead of the curve. Subscribe at www.sundaypostcards.co and join the community!

—---------------------

Connect with Jess on:

LinkedIn: https://www.linkedin.com/in/jess-cervellon/

Twitter: https://twitter.com/justjessssss

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

⏰ Episode Highlights:

• 01:15 - Karolina’s journey from fashion design to experiential marketing

• 05:30 - How MeUndies pioneered pop-up shops and in-person brand experiences

• 12:45 - Turning digital brands into tangible experiences through pop-ups and retreats

• 18:20 - The importance of pre-event and post-event strategies to keep audiences engaged

• 23:10 - Creating impactful brand moments without breaking the bank

• 28:35 - Unique marketing tactics from Feastables, like delivering Teslas 🚗

If you’re a brand founder, marketer, or just curious about what it takes to create a lasting impression, this episode is packed with actionable insights you won’t want to miss. Hit that play button and let’s dive into the world of experiential marketing!

League of Originals LA Summit on November 7th, 2024 is bringing together the most influential brand leaders to help you supercharge your business. What to expect: All-day incredible panels with the most influential brand leaders, next-level activations, tasty food and drinks, music, and connecting with great humans in a genuine way. Our guest speakers include Skims, Bala, Beekeeper's Naturals, Ketone IQ, Who Gives a Crap, Fabletics, Sundays, Beyond Yoga, Ridge, and tons more.

https://www.leagueoforiginals.com/la-summit

Use code ABOVETHEFOLDGA for at checkout 50% tickets (essentially the price of Erewhon lunch)

🔗 Links Mentioned:

• League of Originals: https://www.leagueoforiginals.com/

• Follow Karolina Swietoniowska: https://www.linkedin.com/in/karolinaswietoniowska/

• Follow League of Originals Podcast: https://open.spotify.com/show/37I6h2vlrTDeukVaX5l9Qh

Don’t forget to like, comment, and subscribe for more insights on building better brands. 👍

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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/

We dive deep into how Love Wellness transformed customer experience in the wellness industry, focusing on emotionally intelligent strategies and how customer feedback became the driving force behind product innovation. Amanda shares her experience on building a brand that prioritizes customer satisfaction through personalized CX and what it takes to scale that success across a growing company. She offers insights on how to integrate CX from day one, the importance of listening to your customers, and how these strategies helped Love Wellness stand out in a competitive market.

You’ll hear Amanda’s advice on building effective CX teams, developing customer-centric products, and why emotionally intelligent CX is the future of brand growth.

Key Moments:

00:00 - Introducing Amanda Kwasniewicz & Her CX Journey

02:45 - The Power of Building a Strong Feedback Loop

05:30 - How Customer Feedback Shaped Product Development

08:10 - Personalized CX in the Wellness Industry

12:25 - Crafting Emotionally Intelligent CX Strategies

16:50 - Scaling CX Teams and Processes for Growth

Connect with Amanda on Linkedin: https://www.linkedin.com/in/amanda-kwasniewicz/

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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/

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/ 

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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/

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.

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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/

From discussing confidence and emotional regulation in leadership to sharing career journeys, we explore the critical role of community in brand success, the challenges of integrating AI tools, and the value of premium ingredients. Mark also shares Salud’s unique customer care strategies, including free samples and no-questions-asked returns, which help build a loyal, engaged community.

Join me as we dive into Mark’s story, the magic behind Taste Salud, and the strategies that drive their success. Don’t forget to subscribe, sign up for my weekly newsletter, and follow along on Instagram and YouTube. This is Above the Fold, and I can’t wait to share these insights with you.

Books mentioned on the episode:

- The Making of a Manager by Julia Zhug

- The Effortless Experience: Conquering the New Battleground for Customer Loyalty by Matthew Dixon, Nicholas Toman and Rick DeLisi

- Radical Candor by Kim Scott

- The Imposter Syndrome: How to Stop Feeling Like a Fraud at Work, Build Your Confidence and Stop the Inner Critic" by Phil Roberts

---------------------------

Join the Conversation: 

00:00 Wellness Meets Mexican Agua Frescas

06:59 Dream Job: Games, Kegs, Vibes

12:38 CX: Seamless Across Channels

16:13 From Defense to Offense with Jess

17:55 Tackling a Confidence-Boosting Book

21:24 Career-Changing Moment

26:53 Teaching Problem Solving & Mentorship

29:58 Networking & Community: Key to Growth

35:42 Word-of-Mouth through Customer Care

36:06 Team’s Content Creation Power

41:07 Core Team’s Brand Passion

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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!

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Connect with Jess on:

LinkedIn: https://www.linkedin.com/in/jess-cervellon/ 

Twitter: https://twitter.com/justjessssss 

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

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!

For our premiere episode, I’m thrilled to be joined by Arjan Singh, the co-founder of Jolie—a beauty wellness brand that’s taking your shower experience to a whole new level with premium water filtration.

From running a lean, scrappy team that breaks the mold to focusing on quality over quantity in everything they do, Jolie is flipping the startup game on its head. We’ll explore how they tap into the emotional side of showering, turning a daily routine into something truly special.

Join me as we dig into Jolie’s story, the impact of clean water, and the strategies driving their success. Don’t forget to subscribe, sign up for my weekly newsletter, and stay tuned on Instagram and YouTube. This is Above the Fold, and I can’t wait to share these insights with you.

------------------------

Enjoying Above the Fold? Keep the insights coming by subscribing to my newsletter, Sunday Postcards. Each week, I share tips, stories, and strategies that help you unlock the secrets to brand success. Written from my experience in the marketing world, it’s your go-to source for staying ahead of the curve. Subscribe at www.sundaypostcards.co and join the community!

-------------------------

Connect with Jess on

LinkedIn: https://www.linkedin.com/in/jess-cervellon/

Instagram: https://instagram.com/jess.cervellon

Weekly newsletter: https://sundaypostcards.beehiiv.com/

X/Twitter: https://twitter.com/justjessssss

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.

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🧃 The Juice with Jess is powered by Kustomer. Want to learn how Kustomer can amp up your brand? Book a demo here: https://www.kustomer.com/demo/.

-------------------------------------------------

Connect with Jess on

LinkedIn: https://www.linkedin.com/in/jess-cervellon/

Instagram: https://instagram.com/jess.cervellon

Weekly newsletter: https://sundaypostcards.beehiiv.com/

X/Twitter: https://twitter.com/justjessssss

Jess and Ashley dive into the importance of internal CX management, using AI as a support tool, and building authentic relationships with customers. This episode is essential listening for anyone wanting to elevate their customer experience strategies.

What’s inside The Juice this week?

00:00 Introduction and Ashley Harris’s Journey in Customer Experience

05:50 Creating a Strong Brand Across Multiple Merchants

13:00 Overcoming Customer Support Challenges in Different Retail Environments

20:30 The Role of AI in Enhancing Customer Experience 

28:45 Importance of Internal Management and Training in CX

35:15 Authenticity in Job Interviews and Finding the Right Fit

44:00 Building Trust and Engagement through Proactive Customer Communication

52:25 The Impact of Inclusivity on Customer Experience

Don’t miss this episode if you want to understand the intricacies of customer experience management, the power of proactive service, and how to truly prioritize your customers.

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🧃 The Juice with Jess is powered by Kustomer. Want to learn how Kustomer can amp up your brand? Check out [www.kustomer.com] and book a demo here: [https://www.kustomer.com/demo/]

-----------------------------------------------

Connect with Jess on

LinkedIn: https://www.linkedin.com/in/jess-cervellon/

Instagram: https://instagram.com/jess.cervellon

Weekly newsletter: https://sundaypostcards.beehiiv.com/

X/Twitter: https://twitter.com/justjessssss

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Contact Ashley Harris: https://www.linkedin.com/in/ashleymacy/

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.

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🧃 The Juice with Jess is powered by Kustomer. Want to learn how Kustomer can amp up your brand? Check out www.kustomer.com and book a demo here: https://www.kustomer.com/demo/

-----------------------------------------------

Connect with Jess on

LinkedIn: https://www.linkedin.com/in/jess-cervellon/

Instagram: https://instagram.com/jess.cervellon

Weekly newsletter: https://sundaypostcards.beehiiv.com/

X/Twitter: https://twitter.com/justjessssss

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Contact Sarah: http://saralevinger.co

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.

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What’s inside The Juice this week?

00:00 Introduction and Nichole Ramirez’s Journey to UCLA

05:30 Developing a Specialized Customer Experience Team

12:00 Implementing AI for Better Customer Interactions

18:45 Importance of Communication in Leadership

24:20 Leveraging AI and Data Analytics for Business Insights

30:05 Evolving Nonprofit Ecommerce for Student Benefits

35:50 Enhancing In-Store Pickups for Memorable Experiences

42:15 Revenue Generation and Supporting Campus Activities

Don’t miss this insightful episode for anyone looking to enhance their customer experience strategies, incorporate AI effectively, and support community-driven initiatives!

----------------------

🧃 The Juice with Jess is powered by Kustomer. Want to learn how Kustomer can amp up your brand? Book a demo here: https://www.kustomer.com/demo/

------------------------

Connect with Jess on

LinkedIn: https://www.linkedin.com/in/jess-cervellon/

Instagram: https://instagram.com/jess.cervellon

Weekly newsletter: https://sundaypostcards.beehiiv.com/

X/Twitter: https://twitter.com/justjessssss

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Contact Nichole: https://www.linkedin.com/in/nichole-ramirez/ 

Explore UCLA Store: https://shop.uclastore.com

Jess and Danielle dive deep into why a solid brand voice matters, the perks of knowing your customers, and innovating marketing moves. Get hyped by Danielle's herbalism journey and her tips for ace product development.

Don’t miss this jam-packed episode for anyone looking to boost their brand game, get to know their audience, and leverage customer data for growth!

------------------------------

🧃 The Juice with Jess is powered by Kustomer. Want to learn how Kustomer can amp up your brand? Check out www.kustomer.com and book a demo here: https://www.kustomer.com/demo/

Connect with Jess on

LinkedIn: https://www.linkedin.com/in/jess-cervellon/

Instagram: https://instagram.com/jess.cervellon

Weekly newsletter: https://sundaypostcards.beehiiv.com/

X/Twitter: https://twitter.com/justjessssss

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Contact Danielle: https://www.linkedin.com/in/danielle-ryan-dawson-rh-ahg-65596594/ 

Explore Four Sigmatic:

https://us.foursigmatic.com/ 

Join Jess and Mike as they engage in a dynamic conversation about creative marketing in both B2B and eCommerce, the significance of understanding consumer behavior, and the indispensable value of customer feedback. Get inspired by Mike's strategies for overcoming marketing challenges and the importance of adopting a stoic mindset for success.

Don’t miss this episode packed with insights for anyone keen on enhancing their marketing strategies, engaging with customers on a deeper level, and leveraging the power of SMS for maximum impact!

-------------------------------------

🧃The Juice with Jess is powered by Kustomer.

Want to learn more about how Kustomer can help your brand? Visit www.kustomer.com and schedule an appointment here: https://www.kustomer.com/demo/

Connect with Jess on

LinkedIn: https://www.linkedin.com/in/jess-cervellon/

Instagram: https://instagram.com/jess.cervellon

Weekly newsletter: https://sundaypostcards.beehiiv.com/

X/Twitter: https://twitter.com/justjessssss

---------------------

Connect with Mike Manheimer and Postscript:

LinkedIn: https://www.linkedin.com/in/mikemanheimer /

Website: https://www.postscript.io  /

Join Jess and Michael as they explore the intricacies of chatbot management, customer touchpoints, and the evolving customer demographic. Get inspired by Michael's insights on data-driven decision-making, the value of customer interactions, and the importance of leadership that prioritizes customer feedback at an executive level.

----------------------------

🧃The Juice with Jess is powered by Kustomer.

Want to learn more about how Kustomer can help your brand? Schedule an appointment here: https://www.kustomer.com/demo/

----------------------------

Connect with Jess on

LinkedIn: https://www.linkedin.com/in/jess-cervellon/

Instagram: https://instagram.com/jess.cervellon

Weekly newsletter: https://sundaypostcards.beehiiv.com/

X/Twitter: https://twitter.com/justjessssss

Join Jess and Leanna as they uncover how AI revolutionizes customer experience, freeing up human resources and enhancing feedback analysis, customer support, and education. Get inspired by Leanna's passion for brand-building beyond CX, emphasizing the crucial role of inclusivity in beauty.

---------------------------

Don’t miss this episode packed with practical advice for anyone looking to leverage AI, enhance inclusivity, and improve customer experiences!

🧃The Juice with Jess is powered by Kustomer.

Want to learn more about how Kustomer can help your brand? Schedule an appointment here: https://www.kustomer.com/demo/

-----------------------------

Connect with Jess on

LinkedIn: https://www.linkedin.com/in/jess-cervellon/

Instagram: https://instagram.com/jess.cervellon

Weekly newsletter: https://sundaypostcards.beehiiv.com/

X/Twitter: https://twitter.com/justjessssss

Join Jess and Logan as they discuss how new skills like coding can boost career opportunities and make the most of AI tools. Discover Logan's innovative strategies for unifying customer experiences across channels and shifting from traditional marketing to cutting-edge AI techniques.

Logan also talks about Wyze Labs' focus on community building and using feedback loops to enhance customer loyalty. Learn how they've moved from generic email blasts to personalized content with tools like Braze, and how they use AI for video analysis and customer interaction.

Don’t miss this episode packed with practical advice for anyone looking to leverage AI and community building in their business journey!

-------------------------------------

🧃The Juice with Jess is powered by Kustomer.

Want to learn more about how Kustomer can help your brand? Visit www.kustomer.com and schedule an appointment here: https://www.kustomer.com/demo/

Connect with Jess on

LinkedIn: https://www.linkedin.com/in/jess-cervellon/

Instagram: https://instagram.com/jess.cervellon

Weekly newsletter: https://sundaypostcards.beehiiv.com/

X/Twitter: https://twitter.com/justjessssss

Discover how Sam's painful and expensive trip to the dentist sparked the idea for Flaus and propelled her to take the leap into entrepreneurship. Learn about the challenges she faced as a first-time founder, from raising capital to balancing her law career with her startup dreams. 

Jess and Sam also discuss the challenges faced by female founders, particularly in raising funds, and stress the importance of women supporting women in the business world. They highlight the need for more female investors and a shift towards an abundance mindset.

Don't miss this insightful conversation full of tactical advice and inspiration for anyone on the entrepreneurial journey!

------------------------------------

🧃The Juice with Jess is powered by Kustomer.

Want to learn more about how Kustomer can help your brand? Visit www.kustomer.com and schedule an appointment with Kustomer by clicking here https://www.kustomer.com/demo/

------------------------------------

Connect with Jess on

LinkedIn: https://www.linkedin.com/in/jess-cervellon/

Instagram: https://instagram.com/jess.cervellon

Weekly newsletter: https://sundaypostcards.beehiiv.com/

X/Twitter: https://twitter.com/justjessssss

Roma delves into the significance of building strong relationships with freelancers for enhanced work output and the pivotal role of open communication and personalized interactions in customer retention. Learn about Doctor Squatch’s comprehensive approach to customer support, utilizing various channels and data analytics to understand customer sentiment and drive business decisions.

Discover how Doctor Squatch balances its brand voice across different platforms and the challenges of implementing AI tools while maintaining top-notch customer experience. Roma discusses the importance of embedding the brand's voice within the support team and ensuring consistent, natural communication with customers.

----------------

Don’t miss this insightful conversation on delivering exceptional customer experiences with Roma Yumul on "The Juice with Jess Cervellon."

Connect with Jess on

LinkedIn: https://www.linkedin.com/in/jess-cervellon/

Instagram: https://instagram.com/jess.cervellon

Weekly newsletter: https://sundaypostcards.beehiiv.com/

X/Twitter: https://twitter.com/justjessssss

Melanie shares her exciting career journey at Fabletics, her shift from B2B to e-commerce, and why omnichannel strategies are a game-changer in today's market. Get the scoop on using AI for customer interactions, crafting seamless user journeys, and boosting customer loyalty with smart return policies and personalized experiences.

---------------------------------

What’s inside The Juice this week?

00:00 – 05:15: Meet Melanie Cummings 

05:15 – 10:00: From Retail to E-commerce

10:00 – 15:30: Creating a Seamless User Journey

15:30 – 20:45: Content Marketing and AI Tech

20:45 – 25:00: Shifting from B2B to E-commerce

25:00 – 30:20: Omnichannel Strategies and Returns

30:20 – 35:45: COVID-19’s Impact on Behavior

35:45 – 40:10: Retail Evolution with Tech

40:10 – 45:30: Customer Feedback to Product Improvement

45:30 – 50:50: Loyalty Programs and Membership

50:50 – 55:00: AI Chatbots for Support and Discovery

55:00 – 1:00:00: Education in Sales and Consumer Shifts

Don’t miss this deep dive into the holistic approach to brand experience with Melanie Cummings on "The Juice with Jess Cervellon."

Connect with Jess on

LinkedIn: https://www.linkedin.com/in/jess-cervellon/

Instagram: https://instagram.com/jess.cervellon

Weekly newsletter: https://sundaypostcards.beehiiv.com/

X/Twitter: https://twitter.com/justjessssss

In this episode, Alexandra Vailas and Jess dive into the challenges of controlling messaging across various channels, the innovation of a charcoal diaper, and the role of packaging in brick-and-mortar sales. Discover how Vailas successfully launched products on Amazon and explored her trajectory from blogging to a significant social media following, while emphasizing personalized customer experiences and the evolution of brand marketing in the digital landscape.

------------------------------------------

What’s inside The Juice this week?

00:00 - 05:30: Introduction to Alexandra Vailas and Dyper's mission

05:30 - 10:15: Consistent branding across Walmart and Amazon

15:45 - 20:20: Challenges in controlling messaging on various platforms

25:00 - 30:10: Innovation and launch of the charcoal diaper

30:10 - 35:25: Importance of packaging and brand messaging

35:25 - 40:00: Insight into rebranding for retail differentiation

45:20 - 50:40: Transition from influencer to brand marketer

55:10 - 1:00:00: Personalized experiences and consumer insights

1:00:00 - 1:05:30: Importance of qualitative and quantitative surveying

1:05:30 - 1:10:45: Embracing multifaceted career paths and soft ambition

-------------------------

Connect with Jess on

LinkedIn: https://www.linkedin.com/in/jess-cervellon/

Instagram: https://instagram.com/jess.cervellon

Weekly newsletter: https://sundaypostcards.beehiiv.com/

X/Twitter: https://twitter.com/justjessssss

Connect with Alexandra: https://www.linkedin.com/in/alexandra-vailas/

In this episode, Jade Cameron and Jess delve into their experiences in the travel industry and how it has influenced their approach to community and customer experience at LSKD. Discover the intricate balance between art and science in creating authentic connections, surprise, and delight strategies, and the evolving landscape of customer experience in the digital age.

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What’s inside The Juice this week?

00:00 - 05:30: Online store presence and US team dynamics

05:30 - 10:15: Comparing US and Australia experiences

15:45 - 20:20: Travel tales from Iceland and Ljubljana

25:00 - 30:10: Building community pre-apparel launch, communication

30:10 - 35:25: Social listening, tech for growth, proactive chat

35:25 - 40:00: Decision to open brick-and-mortar store in San Diego

45:20 - 50:40: Transition from travel industry to e-commerce, pandemic experiences

55:10 - 1:00:00: Personalized experiences, surprising customers

1:00:00 - 1:05:30: Creating brand and community simultaneously

1:05:30 - 1:10:45: Difference between customer service and community experience

------------------------------------------------------------

🧃The Juice with Jess is powered by Kustomer.

Want to learn more about how Kustomer can help your brand? Visit www.kustomer.com and schedule an appointment with Kustomer by clicking here https://www.kustomer.com/demo/ 

Connect with Jess on

LinkedIn: https://www.linkedin.com/in/jess-cervellon/

Instagram: https://instagram.com/jess.cervellon

Weekly newsletter: https://sundaypostcards.beehiiv.com/

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Connect with Jade on

LinkedIn: https://www.linkedin.com/in/jade-cameron-8953b9b7/

Visit LSKD https://us.lskd.co/

Listen to Cate’s insights on the growth and development of Terra Kaffe, the importance of mapping the customer journey from acquisition to retention, the challenges and rewards of working in an early stage startup, leveraging AI for CX, and the impact of referral programs on customer acquisition. 

Like, share, subscribe and more to get more juicy insights! 

----------------------------

What’s inside The Juice this week? 

00:00 - 10:15: Introducing Cate Marques: The Terra Kaffe Journey 

10:16 - 20:30: Prioritizing Customer Experience in Startups 

20:31 - 30:55: Leveraging AI and Data-Driven Insights 

30:56 - 41:10: Impact of Referral Programs and Acquisition Strategies 

41:11 - 50:00: Social Listening and Handling Celebrity Interactions 

50:01 - 60:00: Future Trends in CX and Brand Management 

--------------------------

🧃The Juice with Jess is powered by Kustomer.

Want to learn more about how Kustomer can help your brand? Visit www.kustomer.com and schedule an appointment with Kustomer by clicking here https://www.kustomer.com/demo/ 

------------------------

Connect with Jess on

LinkedIn: / jess-cervellon  

Instagram:  / @jess.cervellon

Interested in learning more about Terra Kaffe? Visit their website https://www.terrakaffe.com/

Connect with Cate on LinkedIn https://www.linkedin.com/in/cminall/

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. 

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What’s inside The Juice this week? 

00:00 - 10:15: Introducing Jimmy DeCicco: The Super Coffee Journey

10:16 - 20:30: Mastery of Brand Positioning: Standing Out in CPG 

20:31 - 30:55: Data vs. Storytelling: Striking the Right Balance 

30:56 - 38:00: Decoding Retail Strategies and Amazon Dominance 

 —---------------------------------- 

🧃The Juice with Jess is powered by Kustomer.

Want to learn more about how Kustomer can help your brand? Visit www.kustomer.com and schedule an appointment with Kustomer by clicking here https://www.kustomer.com/demo/

Connect with Jess on

LinkedIn: https://www.linkedin.com/in/jess-cervellon/

Instagram: https://instagram.com/jess.cervellon

Weekly newsletter: https://sundaypostcards.beehiiv.com/

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Find Super Coffee on Amazon https://www.amazon.com/super-coffee/s?k=super+coffee 

Find Super Coffee at a store near you https://drinksupercoffee.com/store-locator/

In this episode, Dallin and Bella share tales from their personal life, including their heartwarming adoption story and the strategic moves behind their beloved YouTube channel, “Della Vlogs”. From understanding the “algorithm” to the importance of authenticity, they dive into what it takes to make impactful content that performs. 

Of course, this wouldn’t be a creator episode without talking about brand deals. Jess pulls back the curtain and asks them for the creator perspective on brand partnerships, gifting, and more. 

Lastly, the episode wraps up with discussing Bella’s entrepreneurial background as the founder of Origami Owl, a jewelry brand that she founded when she was only 14!

What’s inside The Juice this week?

00:00 - 08:45: Meet Dallin and Bella Lambert: The Journey to Creator Success

08:46 - 19:30: Choosing the Right Brand Partnerships: Strategy and Audience Alignment

19:31 - 29:50: Behind the Scenes: Creating Content that Resonates

29:51 - 37:20: The Impact of Intentionality: From PR Boxes to Brand Partnerships

37:21 - 50:15: Long-term vs. Short-term Brand Deals: What Works Best?

50:16 - 01:02:05: Audience Engagement: Understanding & Growing Your Base

01:02:06 - 01:12:00: The Future of Influencer Marketing: Trends and Predictions

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🧃The Juice with Jess is powered by Kustomer.

Connect with Jess on

LinkedIn:   / https://www.linkedin.com/in/jess-cervellon/

X/Twitter:   / @justjessssss  

Instagram:  / @jess.cervellon

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Check out Dallin and Bella’s Vlogs:

YouTube: https://www.youtube.com/channel/UCjKnNUbNcj7p_i3_gDyGyPg

IG: https://www.instagram.com/dellavlogs/?hl=en

TikTok: https://www.tiktok.com/@dallinxbella?lang=en

With her +15 year career in CX, Michelle has no shortage of insights. She got her start in CX working at Disney as a Customer Care Coordinator in 2007. From there, she jumped around working CX roles at various companies until 2017 when she landed at HopSkipDrive, a safe youth transportation solution schools and families rely on to get kids where they need to go.

For the past 7 years Michelle worked her way up the ladder at HopSkipDrive where she is now the VP of Trust and Experience - a team that consists of 63 people!

In this episode, Michelle discusses the complexity of HopSkipDrive’s customer experience and the nuances of running their Trust and Experience department.  She also discusses her CX approach, why she places importance on empathy and relationship building, and the metrics she uses to evaluate her team’s success.  

Jess and Michelle also discuss the thoughtful integration of AI in customer experience, its impact on service efficiency, and the importance of balancing tech with a human touch. 

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00:00 - 14:45: Michelle’s background and landing in CX 

14:46 - 25:30: Reinventing Transport for Kids and Elders: The HopSkipDrive Story

25:31 - 38:50: Empowering CX with AI: Balancing Tech and Personal Touch

38:51 - 48:15: Surprising and Delighting: Stories from the Road

48:16 - 58:55: CX Strategies for Retention and Growth

59:00 - 01:12:00: Beyond CX: Dreams and Aspirations

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🧃The Juice with Jess is powered by Kustomer.

Connect with Jess on

LinkedIn: https://www.linkedin.com/in/jess-cervellon/

X/Twitter: https://twitter.com/justjessssss

Instagram: https://instagram.com/jessapplesauce

___________________________________

Visit HopSkipDrive ​​https://www.hopskipdrive.com/

Connect with Michelle on LinkedIn https://www.linkedin.com/in/michelledmccombs/

Madison takes us through her career journey from wedding photographer to entering the world of CX as an early hire at Terra Kaffe. From there, Madison climbed the ranks and learned the ins and outs of CX. Madison reflects on her time at Terra Kaffe and discusses what made the customer experience team so integral to the brand’s success. She then discusses her move to Sundays and what she was seeking in her next opportunity. 

Of course, Jess and Madison discuss AI and how CX teams can leverage it, chatbots, and customer retention strategies. They also dive into their best and worst customer experiences as consumers and how brands can turn one time customers into life-long brand members.

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00:00 - 15:30: Madison's Beginnings and CX Evolution at Terra Kaffe

15:31 - 24:50: The AI Influence: Integrating Tech into CX

24:51 - 37:15:  Emails vs. SMS Preferences

37:16 - 48:30: Jess's Catalog of CX Nightmares and Lessons from a Suitcase Saga

48:31 - 57:00: Building the CX and Marketing Bridge for Better Customer Journeys

57:01 - 01:10:00: From Acquisition to Retention: The CX Essentials with Madison Must

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Connect with Jess on

LinkedIn: https://www.linkedin.com/in/jess-cervellon/

X/Twitter: https://twitter.com/justjessssss

Instagram: https://instagram.com/jessapplesauce

⚡Connect with Madison on

LinkedIn: https://www.linkedin.com/in/madisonmust/

Hire her to photograph your next event (yes, she’s still doing wedding photography!)  https://madisonmust.com/

If you have a dog, visit Sundays https://sundaysfordogs.com/

Sarah started her career in social media and knows the ins and outs of influencer marketing by heart. She’s helped brands of all sizes perfect their influencer strategy.

In this episode, we're discussing the tips and tricks behind gifting, how to work with different influencers, what makes a video go viral, dealing with marketing flops, and more!

We also discuss TikTok Shop and why Jess and Sarah have a love-hate relationship with it. 

Don’t just stand by—engage, react, and be a part of our juicy conversation about everything from micro-influencers to macro-strategies. Like, share, buzz in the comments, and subscribe for your weekly serving of The Juice with Jess!

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What’s inside The Juice this week?

00:00 - 09:59: The Power of Storytelling

10:00 - 15:45: Speaking Social: Unlocking Customer Success & Brand Identity

15:46 - 24:10: Engaging with Consumable Products

32:46 - 40:12: Content Creation and User Engagement

40:13 - 47:27: Finding Community and Influence 

47:28 - 53:45: Marketing Metrics: Beyond CPM and Customer Acquisition

53:46 - 59:52: Encounters with Macro Influencers and Manual Marketing Techniques

59:53 - 01:03:05: The Power of AI in TikTok Shopping and User-Generated Content

—--------------------

The Juice with Jess is powered by Kustomer.

Connect with Jess on

LinkedIn: https://www.linkedin.com/in/jess-cervellon/

X/Twitter: https://twitter.com/justjessssss

Instagram: https://instagram.com/jessapplesauce

Connect with Sarah on 

LinkedIn: https://www.linkedin.com/in/sarahgrosz/

In this juicy episode, we're squeezing out insights on leveraging AI for sentiment analysis in the early stages of a brand's life, the vital role of inclusive and respectful interactions within the industry, and the definitive edge that kindness offers in both B2B and B2C landscapes. Eli and I also share the ripe details of our transitions across different industry roles, and how these experiences shaped our understanding of diversity and customer experience strategies. 

Don’t forget to like, share, comment and subscribe for more!

What’s inside The Juice this week?

00:00 - 10:11: CX & Retention: Advocating for Customer Needs

10:11 - 17:00: Tools for Community Building

17:00 - 29:09: Use Targeted Email Strategies

29:09 - 43:03: AI in Customer Service and Other Trends

43:03 - 51:51: Challenges in Business Retention and Overcoming Rejection

51:51 - 57:24: Imposter Syndrome in a CX Career

57:24 - 01:01:11: Loyalty Programs: Enhancing or Hindering CX?

Connect with Jess on

LinkedIn: https://www.linkedin.com/in/jess-cervellon/

Instagram: https://instagram.com/jess.cervellon

Weekly newsletter: https://sundaypostcards.beehiiv.com/

X/Twitter: https://twitter.com/justjessssss

Join us for a discussion that blends innovation, strategy, and consumer insights, all stirred into one must-listen episode of The Juice with Jess Cervellon. Don’t forget to like, share, comment and subscribe for more!

What’s inside The Juice this week?

00:00 - 06:14 David’s Career Trajectory from L'Oreal to Beekman.

06:14 - 09:27 The State of Beauty Trends.

09:27 - 11:17 Empowering Consumers with Education, Personalization and Communication.

11:17 - 14:47 Beekman 1802’s Innovation in Skincare.

14:47 - 19:41 Beekman’s Customer-Centric Support.

19:41 - 21:48 Harmonizing Technology and Humanity with AI.

21:48 - 25:24 Early Career Lessons on Data Privacy.

25:24 - 30:19 The Role of Personalization in Messaging.

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.

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What’s inside The Juice this week?

00:00 - 04:20 The intersection between Customer Support and Customer Success

04:23 - 08:00 Enhancing employee experience through tailored communication strategy.

08:06 - 10:40 Customer success role focused on renewals

10:46 - 14:25 The importance of customer success as a strategic advisor

14:25 - 18:09 The difference between Customer Success and Customer Support

28:05 - 32:00 Leveraging AI to increase efficiency

34:34 - 39:00 Overcoming self-doubt in your career

39:16 - 41:00 The struggle to involve large customers in beta testing.

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Don't forget to like, share, and subscribe to get more juicy episodes every week!

Connect with Jess on

LinkedIn: https://www.linkedin.com/in/jess-cervellon/

Instagram: https://instagram.com/jess.cervellon

Weekly newsletter: https://sundaypostcards.beehiiv.com/

X/Twitter: https://twitter.com/justjessssss

As Lead Copywriter for Dr.Squatch, Scott’s responsible for all the copy consumers see, so we didn’t hold back when it came to getting into the Juice of how to create compelling copy. Scott shares with us his philosophy for great copy, the nuances of creating copy for different channels, and the importance of maintaining a consistent brand voice.

We also travel back in time and discuss how Scott transitioned from the structured world of finance into the fun, creative world of consumer brands.

And most importantly, we ask Scott the juicy question we all want to know - Will AI replace writers? Scott gives us his candid take on AI, how it’s impacted his profession, and where he sees it going.

We’re squeezing out all the Juice from Scott so this is an episode you don’t want to miss!

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What's inside the juice this week?

00:00 - 07:00How dissatisfaction in finance can lead to self-discovery.

07:27 - 12:00 Balancing creativity and business mindset is crucial.

12:18 - 17:30 Importance of brand voice and tone for differentiation.

17:39 - 20:30 Why an authentic brand connection with customers is essential.

20:47 -31:00 Keys to successful copywriting: authenticity, balance, knowing the audience.

31:06 - 40:00 Unique promotional opportunities with SMS communication.

40:00 - 41:00 AI's role in improving writing quality.

In fact, it's Gordon Ramsay favorite cookware brand. Yes, he's the famous hot-headed chef from the Food Network's Hell's Kitchen, so it's no surprise his favorite cookware brand would have incredible customer experience.Michael shares how his background in CX and time at major brands like Lexus have helped him build the ultimate CX playbook.

We discuss why it's hard to instill surprise & delight mentality into CX agents, the importance of going above and beyond for the customer, when to break the rules, the big change Hexclad's CX team made on their busiest day of the year, and lots more!

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What's inside the juice?

2:48 - 10:00 The power of the simple things to enhance CX

10:03 - 12:07 Social media: Listen 90%, engage 10%

12:07 - 20:04 Michael's approach to analyzing data

22:34 - 25:16 Hexclad's customized collaborations

25:24 - 26:35 The difficulties of finding a social support agent

27:00 - 27:50 The hardest thing to instill in CX agents

28:00 - 31:42 Jess's terrible luggage experience

31:50 -38:35 Michael & Jess's best CX moments

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Don't forget to rate, review, and subscribe!

If you'd like to be notified as soon as a new episode drops, you can subscribe to our mailing list at https://juice.kustomer.com/.

Don't forget to rate, review, and subscribe!

5:00 - 7:00 Being a CX Leader

8:53 - 10:43 Dealing with Negative Feedback

13:49 - 16:26 Cati and Jess's take on AI

17:00 - 21:22 Getting comfortable with data

21:48 - 23:00 Glossier's CX Team

23:00 - 24:23 Personalization and agent safety

24:50 - 27:33 Glossier's Omnichannel Brand Experience

31:33 - 33:00 CS x Community Management

35:00 - 39:00 Glossier's personalization and retention

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1:11 - 2:00 Nancy’s CX background from Aurate to Caraway

2:58 - 6:54 Humanizing CX and Crisis Management

7:50 - 11:19 CX Feedback loop and Education

11:33 - 14:27 Tech stack and opinion on tools

14:51 - 19:00 Leveraging AI and chatbots

19:17 - 24:00 Outsourcing CX and BPO

24:01 - 28:14 Selling omnichannel and QVC

28:33 - 32:33 Retail and navigating customer data

32:48 - 39:34 Nancy’s best and worst customer experience

Don't forget to like, share, and subscribe for more insightful episodes like this. Drop your thoughts and questions in the comments below!