Above The Fold

Tune into this inspiring episode of "The Juice with Jess Cervellon" featuring Sam Coxe, the brilliant mind behind Flaus, the world's first electric flosser. Sam shares her unconventional journey from practicing law at a top firm to inventing a game-changing oral care product.Discover how Sam's painful and expensive trip to the dentist sparked the idea for Flaus and propelled her to take the leap into entrepreneurship. Learn about the challenges she faced as a first-time founder, from raising capital to balancing her law career with her startup dreams. Jess and Sam also discuss the challenges faced by female founders, particularly in raising funds, and stress the importance of women supporting women in the business world. They highlight the need for more female investors and a shift towards an abundance mindset.Don't miss this insightful conversation full of tactical advice and inspiration for anyone on the entrepreneurial journey!------------------------------------🧃The Juice with Jess is powered by Kustomer.Want to learn more about how Kustomer can help your brand? Visit www.kustomer.com and schedule an appointment with Kustomer by clicking here https://www.kustomer.com/demo/------------------------------------Connect with Jess on LinkedIn: https://www.linkedin.com/in/jess-cervellon/Instagram: https://instagram.com/jess.cervellonWeekly newsletter: https://sundaypostcards.beehiiv.com/ X/Twitter: https://twitter.com/justjessssss

Tune in to the latest episode of "The Juice with Jess Cervellon" as she interviews Roma Yumul, the CX Manager at Doctor Squatch, a men's personal care brand carving a niche with naturally derived soaps and unique scents.Roma delves into the significance of building strong relationships with freelancers for enhanced work output and the pivotal role of open communication and personalized interactions in customer retention. Learn about Doctor Squatch’s comprehensive approach to customer support, utilizing various channels and data analytics to understand customer sentiment and drive business decisions.Discover how Doctor Squatch balances its brand voice across different platforms and the challenges of implementing AI tools while maintaining top-notch customer experience. Roma discusses the importance of embedding the brand's voice within the support team and ensuring consistent, natural communication with customers.----------------Don’t miss this insightful conversation on delivering exceptional customer experiences with Roma Yumul on "The Juice with Jess Cervellon."Connect with Jess on LinkedIn: https://www.linkedin.com/in/jess-cervellon/Instagram: https://instagram.com/jess.cervellonWeekly newsletter: https://sundaypostcards.beehiiv.com/ X/Twitter: https://twitter.com/justjessssss

Tune in to the latest episode of "The Juice with Jess Cervellon" as she chats with Melanie Cummings, the VP of Product and UX at Fabletics. Jess and Melanie dive into the ever-changing world of customer experience, from old-school retail to cutting-edge e-commerce.Melanie shares her exciting career journey at Fabletics, her shift from B2B to e-commerce, and why omnichannel strategies are a game-changer in today's market. Get the scoop on using AI for customer interactions, crafting seamless user journeys, and boosting customer loyalty with smart return policies and personalized experiences.---------------------------------What’s inside The Juice this week?00:00 – 05:15: Meet Melanie Cummings 05:15 – 10:00: From Retail to E-commerce10:00 – 15:30: Creating a Seamless User Journey15:30 – 20:45: Content Marketing and AI Tech20:45 – 25:00: Shifting from B2B to E-commerce25:00 – 30:20: Omnichannel Strategies and Returns30:20 – 35:45: COVID-19’s Impact on Behavior35:45 – 40:10: Retail Evolution with Tech40:10 – 45:30: Customer Feedback to Product Improvement45:30 – 50:50: Loyalty Programs and Membership50:50 – 55:00: AI Chatbots for Support and Discovery55:00 – 1:00:00: Education in Sales and Consumer ShiftsDon’t miss this deep dive into the holistic approach to brand experience with Melanie Cummings on "The Juice with Jess Cervellon."Connect with Jess on LinkedIn: https://www.linkedin.com/in/jess-cervellon/Instagram: https://instagram.com/jess.cervellonWeekly newsletter: https://sundaypostcards.beehiiv.com/ X/Twitter: https://twitter.com/justjessssss

Tune in to the latest episode of "The Juice with Jess Cervellon" as she welcomes Alexandra Vailas, the Senior Vice President of Brand Marketing at Dyper, a brand with a mission of sustainability and transparency. Get ready for an insightful conversation on maintaining consistent branding across diverse retail outlets, balancing a mission with consumer needs, and the journey from influencer to brand marketer.In this episode, Alexandra Vailas and Jess dive into the challenges of controlling messaging across various channels, the innovation of a charcoal diaper, and the role of packaging in brick-and-mortar sales. Discover how Vailas successfully launched products on Amazon and explored her trajectory from blogging to a significant social media following, while emphasizing personalized customer experiences and the evolution of brand marketing in the digital landscape.------------------------------------------What’s inside The Juice this week?00:00 - 05:30: Introduction to Alexandra Vailas and Dyper's mission05:30 - 10:15: Consistent branding across Walmart and Amazon15:45 - 20:20: Challenges in controlling messaging on various platforms25:00 - 30:10: Innovation and launch of the charcoal diaper30:10 - 35:25: Importance of packaging and brand messaging35:25 - 40:00: Insight into rebranding for retail differentiation45:20 - 50:40: Transition from influencer to brand marketer55:10 - 1:00:00: Personalized experiences and consumer insights1:00:00 - 1:05:30: Importance of qualitative and quantitative surveying1:05:30 - 1:10:45: Embracing multifaceted career paths and soft ambition-------------------------Connect with Jess on LinkedIn: https://www.linkedin.com/in/jess-cervellon/Instagram: https://instagram.com/jess.cervellonWeekly newsletter: https://sundaypostcards.beehiiv.com/ X/Twitter: https://twitter.com/justjessssssConnect with Alexandra: https://www.linkedin.com/in/alexandra-vailas/

Tune in to the latest episode of "The Juice with Jess Cervellon" as she sits down with Jade Cameron, the Head of Community Experience at LSKD, a renowned sportswear company. Get ready for an amazing discussion on cultivating customer loyalty, building brand communities, and the power of personalized experiences in the world of e-commerce.In this episode, Jade Cameron and Jess delve into their experiences in the travel industry and how it has influenced their approach to community and customer experience at LSKD. Discover the intricate balance between art and science in creating authentic connections, surprise, and delight strategies, and the evolving landscape of customer experience in the digital age.-------------------------------------What’s inside The Juice this week?00:00 - 05:30: Online store presence and US team dynamics05:30 - 10:15: Comparing US and Australia experiences15:45 - 20:20: Travel tales from Iceland and Ljubljana25:00 - 30:10: Building community pre-apparel launch, communication30:10 - 35:25: Social listening, tech for growth, proactive chat35:25 - 40:00: Decision to open brick-and-mortar store in San Diego45:20 - 50:40: Transition from travel industry to e-commerce, pandemic experiences55:10 - 1:00:00: Personalized experiences, surprising customers1:00:00 - 1:05:30: Creating brand and community simultaneously1:05:30 - 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.cervellonWeekly newsletter: https://sundaypostcards.beehiiv.com/ X/Twitter: https://twitter.com/justjessssssConnect with Jade onLinkedIn: https://www.linkedin.com/in/jade-cameron-8953b9b7/Visit LSKD https://us.lskd.co/

Join Jess Cervellon and Cate Marques, Chief Experience Officer (CXO) at Terra Kaffe, as they share the key aspects of customer experience in today's rapidly evolving market on this episode of The Juice.Listen to Cate’s insights on the growth and development of Terra Kaffe, the importance of mapping the customer journey from acquisition to retention, the challenges and rewards of working in an early stage startup, leveraging AI for CX, and the impact of referral programs on customer acquisition. Like, share, subscribe and more to get more juicy insights! ----------------------------What’s inside The Juice this week? 00:00 - 10:15: Introducing Cate Marques: The Terra Kaffe Journey 10:16 - 20:30: Prioritizing Customer Experience in Startups 20:31 - 30:55: Leveraging AI and Data-Driven Insights 30:56 - 41:10: Impact of Referral Programs and Acquisition Strategies 41:11 - 50:00: Social Listening and Handling Celebrity Interactions 50:01 - 60:00: Future Trends in CX and Brand Management --------------------------🧃The Juice with Jess is powered by Kustomer.Want to learn more about how Kustomer can help your brand? Visit www.kustomer.com and schedule an appointment with Kustomer by clicking here https://www.kustomer.com/demo/ ------------------------Connect with Jess onLinkedIn: / jess-cervellon  Instagram:  / @jess.cervellonInterested in learning more about Terra Kaffe? Visit their website https://www.terrakaffe.com/Connect with Cate on LinkedIn https://www.linkedin.com/in/cminall/

Join Jess Cervellon and Jimmy DeCicco, Chief Brand Officer of Super Coffee, as they explore the intricacies of brand management and marketing in the competitive field of consumer-packaged goods (CPG). In this revelatory episode, Jimmy shares his journey from establishing a healthier alternative to mainstream beverages to navigating the dynamic demands of retail and direct-to-consumer sales platforms, with a special focus on their robust presence on Amazon. They explore the critical balance of data-driven decisions and the compelling narratives that drive brand growth. ------------------------------------------------What’s inside The Juice this week? 00:00 - 10:15: Introducing Jimmy DeCicco: The Super Coffee Journey10:16 - 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.cervellonWeekly newsletter: https://sundaypostcards.beehiiv.com/ X/Twitter: https://twitter.com/justjessssssFind 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/

Hang out with Jess and special guests Dallin and Bella Lambert -  a creator couple with 2.7M followers on TikTok and 3.07M on YouTube. In this episode, Dallin and Bella share tales from their personal life, including their heartwarming adoption story and the strategic moves behind their beloved YouTube channel, “Della Vlogs”. From understanding the “algorithm” to the importance of authenticity, they dive into what it takes to make impactful content that performs. Of course, this wouldn’t be a creator episode without talking about brand deals. Jess pulls back the curtain and asks them for the creator perspective on brand partnerships, gifting, and more. Lastly, the episode wraps up with discussing Bella’s entrepreneurial background as the founder of Origami Owl, a jewelry brand that she founded when she was only 14!What’s inside The Juice this week?00:00 - 08:45: Meet Dallin and Bella Lambert: The Journey to Creator Success08:46 - 19:30: Choosing the Right Brand Partnerships: Strategy and Audience Alignment19:31 - 29:50: Behind the Scenes: Creating Content that Resonates29:51 - 37:20: The Impact of Intentionality: From PR Boxes to Brand Partnerships37:21 - 50:15: Long-term vs. Short-term Brand Deals: What Works Best?50:16 - 01:02:05: Audience Engagement: Understanding & Growing Your Base01:02:06 - 01:12:00: The Future of Influencer Marketing: Trends and Predictions—----------------------------------🧃The Juice with Jess is powered by Kustomer.Connect with Jess onLinkedIn:   / https://www.linkedin.com/in/jess-cervellon/X/Twitter:   / @justjessssss  Instagram:  / @jess.cervellon-----------------------------Check out Dallin and Bella’s Vlogs:YouTube: https://www.youtube.com/channel/UCjKnNUbNcj7p_i3_gDyGyPgIG: https://www.instagram.com/dellavlogs/?hl=enTikTok: https://www.tiktok.com/@dallinxbella?lang=en

Jess is joined by friend and mentor Michelle McCombs, Vice President of Trust and Experience at HopSkipDrive. With her +15 year career in CX, Michelle has no shortage of insights. She got her start in CX working at Disney as a Customer Care Coordinator in 2007. From there, she jumped around working CX roles at various companies until 2017 when she landed at HopSkipDrive, a safe youth transportation solution schools and families rely on to get kids where they need to go.For the past 7 years Michelle worked her way up the ladder at HopSkipDrive where she is now the VP of Trust and Experience - a team that consists of 63 people!In this episode, Michelle discusses the complexity of HopSkipDrive’s customer experience and the nuances of running their Trust and Experience department.  She also discusses her CX approach, why she places importance on empathy and relationship building, and the metrics she uses to evaluate her team’s success.  Jess and Michelle also discuss the thoughtful integration of AI in customer experience, its impact on service efficiency, and the importance of balancing tech with a human touch. —------------------------------------------00:00 - 14:45: Michelle’s background and landing in CX 14:46 - 25:30: Reinventing Transport for Kids and Elders: The HopSkipDrive Story25:31 - 38:50: Empowering CX with AI: Balancing Tech and Personal Touch38:51 - 48:15: Surprising and Delighting: Stories from the Road48:16 - 58:55: CX Strategies for Retention and Growth59:00 - 01:12:00: Beyond CX: Dreams and Aspirations—--------------------🧃The Juice with Jess is powered by Kustomer.Connect with Jess onLinkedIn: https://www.linkedin.com/in/jess-cervellon/X/Twitter: https://twitter.com/justjessssssInstagram: https://instagram.com/jessapplesauce___________________________________Visit HopSkipDrive ​​https://www.hopskipdrive.com/Connect with Michelle on LinkedIn https://www.linkedin.com/in/michelledmccombs/

Jess sits down with Madison Must, former Director of CX at Terra Kaffe and current Sr. Member Experience Manager at dog care brand Sundays. Madison takes us through her career journey from wedding photographer to entering the world of CX as an early hire at Terra Kaffe. From there, Madison climbed the ranks and learned the ins and outs of CX. Madison reflects on her time at Terra Kaffe and discusses what made the customer experience team so integral to the brand’s success. She then discusses her move to Sundays and what she was seeking in her next opportunity. Of course, Jess and Madison discuss AI and how CX teams can leverage it, chatbots, and customer retention strategies. They also dive into their best and worst customer experiences as consumers and how brands can turn one time customers into life-long brand members.—-------------------------------------------------------00:00 - 15:30: Madison's Beginnings and CX Evolution at Terra Kaffe15:31 - 24:50: The AI Influence: Integrating Tech into CX24:51 - 37:15:  Emails vs. SMS Preferences37:16 - 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 Journeys57:01 - 01:10:00: From Acquisition to Retention: The CX Essentials with Madison Must—--------------------🧃The Juice with Jess is powered by Kustomer.Connect with Jess onLinkedIn: https://www.linkedin.com/in/jess-cervellon/X/Twitter: https://twitter.com/justjessssssInstagram: https://instagram.com/jessapplesauce⚡Connect with Madison onLinkedIn: 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/