Above The Fold Episode 52 | How to Build a Brand People Actually Love with Jessica Rose Garcia of OneSkin
Mar 20, 2025
Jessica Rose Garcia, known as J-Rose, is the Head of Customer Experience at OneSkin and an expert in DTC brand strategies. She shares her journey from Gold’s Gym to leading CX in major brands. J-Rose explains how many companies fail at retention and reveals the secrets to building customer loyalty beyond quick responses. Discussion includes the unique challenges of e-commerce CX and the innovative science behind OneSkin’s skincare products. She also emphasizes the value of genuine customer relationships and the importance of aligning brand values with consumer needs.
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From Gym to CX
- Jessica Rose Garcia's CX career began unexpectedly at Quest Nutrition.
- She transitioned from working at Gold's Gym after the Quest owners, impressed by her passion for their products, offered her a CS role.
Map the Customer Journey
- Map your customer's entire journey, from product discovery to post-purchase.
- Understand their behavior at each touchpoint to optimize their experience.
Know Your Customer
- Don't assume you know your customer; actively research and understand their needs.
- Use surveys, interviews, and analytics to gain true customer insights.