Customer experience is an integral part of ensuring that the people you serve feel like they belong with you. But knowing what actually creates a better customer experience can often feel like a guessing game. That's why using data as a marker to help you identify what works and what doesn't is a smart approach. In this episode, I sat down with Jess Cervellon, founder of Open Late Collective, a consultancy focused on brand strategy, retention and lifecycle marketing, and customer experience. <a href="https://cms.megaphone.fm/organizations/b1a9ecac-3be2-11eb-9b3a-e320f8ff4b76/podcasts/da9e51ba-4eec-11ed-8e7c-7f1a158c8fdd/episodes/www.inclusionandmarketing.com/newsletter">Get the Inclusion & Marketing Newsletter</a> 👇🏾 Work With MeInclusive Marketing Assessments: https://inclusionandmarketing.com/assessments/Consulting & Custom Training: https://inclusionandmarketing.com/consulting/ <a href="https://openlatecollective.com/">Open Late Collective</a><a href="https://www.linkedin.com/in/jess-cervellon/">Jess on LinkedIn</a>

Customer experience is an integral part of ensuring that the people you serve feel like they belong with you. But knowing what actually creates a better customer experience can often feel like a guessing game. That's why using data as a marker to help you identify what works and what doesn't is a smart approach. In this episode, I sat down with Jess Cervellon, founder of Open Late Collective, a consultancy focused on brand strategy, retention and lifecycle marketing, and customer experience. Get the Inclusion & Marketing Newsletter 👇🏾 Work With Me Inclusive Marketing Assessments: https://inclusionandmarketing.com/assessments/ Consulting & Custom Training: https://inclusionandmarketing.com/consulting/ Open Late Collective Jess on LinkedIn

Customer experience is an integral part of ensuring that the people you serve feel like they belong with you. But knowing what actually creates a better customer experience can often feel like a guessing game. That's why using data as a marker to help you identify what works and what doesn't is a smart approach. In this episode, I sat down with Jess Cervellon, founder of Open Late Collective, a consultancy focused on brand strategy, retention and lifecycle marketing, and customer experience. <a href="https://cms.megaphone.fm/organizations/b1a9ecac-3be2-11eb-9b3a-e320f8ff4b76/podcasts/da9e51ba-4eec-11ed-8e7c-7f1a158c8fdd/episodes/www.inclusionandmarketing.com/newsletter" rel="noopener noreferrer">Get the Inclusion &amp; Marketing Newsletter</a> 👇🏾 Work With MeInclusive Marketing Assessments: https://inclusionandmarketing.com/assessments/Consulting &amp; Custom Training: https://inclusionandmarketing.com/consulting/ <a href="https://openlatecollective.com/" rel="noopener noreferrer">Open Late Collective</a><a href="https://www.linkedin.com/in/jess-cervellon/" rel="noopener noreferrer">Jess on LinkedIn</a>

120. How to use data to deliver customer experiences that convert with Jess Cervellon

Brand growth today depends on removing friction from your marketing and customer experience to attract and retain more of the people you want to serve.

Frictionless Growth Marketing is the podcast for marketers, business leaders, and founders who want to grow by eliminating the messaging, experience, and strategy gaps that quietly push customers away every single day.

Hosted by Sonia Thompson, Inclusive Growth and Customer Experience Strategist, the show breaks down how modern brands drive sustainable growth by designing frictionless customer journeys, building trust with identity-rich growth communities, and adapting to changing consumer expectations with clarity and confidence.

Each week, you’ll hear practical insights, real brand examples, and candid conversations with marketing leaders and subject-matter experts on:


  
Brand strategy that fuels long-term business growth in the age of modern marketing



  
Customer acquisition, retention, and loyalty in today’s market



  
How friction shows up across the customer journey — and how to remove it



  
Identity-driven marketing, cultural relevance, and belonging



  
What’s actually working now with today’s values-driven consumers




If you want to reach more of the people you’re meant to serve — and convert more of them — without relying on outdated formulas or brute-force tactics, Frictionless Growth Marketing will show you the new rules of modern marketing and growth.

Because when you remove friction, you remove barriers to growth — for your customers and for your business.

Business

Marketing

Brand growth today depends on removing friction from your marketing and customer experience to attract and retain more of the people you want to serve. Frictionless Growth Marketing is the podcast for marketers, business leaders, and founders who want to grow by eliminating the messaging, experience, and strategy gaps that quietly push customers away every single day. Hosted by Sonia Thompson, Inclusive Growth and Customer Experience Strategist, the show breaks down how modern brands drive sustainable growth by designing frictionless customer journeys, building trust with identity-rich growth communities, and adapting to changing consumer expectations with clarity and confidence. Each week, you’ll hear practical insights, real brand examples, and candid conversations with marketing leaders and subject-matter experts on: Brand strategy that fuels long-term business growth in the age of modern marketing Customer acquisition, retention, and loyalty in today’s market How friction shows up across the customer journey — and how to remove it Identity-driven marketing, cultural relevance, and belonging What’s actually working now with today’s values-driven consumers If you want to reach more of the people you’re meant to serve — and convert more of them — without relying on outdated formulas or brute-force tactics, Frictionless Growth Marketing will show you the new rules of modern marketing and growth. Because when you remove friction, you remove barriers to growth — for your customers and for your business.

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120. How to use data to deliver customer experiences that convert with Jess Cervellon

120. How to use data to deliver customer experiences that convert with Jess Cervellon

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