Welcome to Above the Fold! I am Jess Cervellon and this episode features a special guest: Megan Fitzgerald, Director of Brand Experience at Talea Beer—a female-founded brewery making waves in the craft beer scene.

We dive deep into Megan's career journey, the unique aspects of Talea Beer, and the multifaceted nature of working in a brewery. From community building and customer experience, to digital engagement and event programming, Megan shares how Talea creates a welcoming and inclusive space for all. We also touch on the growing trends in non-alcoholic beers and the careful balance in offering promotions to maximize brand integrity and customer loyalty.

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

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

—------------------------

Connect with Jess on:

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

Twitter: https://twitter.com/justjessssss 

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

Welcome to Episode 2 of Above the Fold! This episode features a special guest: Mark Galvez, Head of Customer Experience at Taste Salud—a wellness brand that brings the vibrant flavors of traditional Mexican agua frescas to the modern wellness space.

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

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

Books mentioned on the episode:

- The Making of a Manager by Julia Zhug

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

- Radical Candor by Kim Scott

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

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

Join the Conversation: 

00:00 Wellness Meets Mexican Agua 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

—----------------------------

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

—-------------------------------

Connect with Jess on:

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

Twitter: https://twitter.com/justjessssss 

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

Join us every Thursday at 5am EST as we drop the best kept secrets in Customer Experience, Brand Experience and Marketing that help you drive your brand's success.

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!

Welcome to the launching episode of Above the Fold! I’m Jess Cervellon, and in this podcast, we’re diving deep into what makes brands thrive, keeps customers coming back, and turns marketing strategies into pure gold. 

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

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

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

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

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

Join Jess Cervellon as she sits down with Courtney Conway, former Director of Retention at Brooklinen, to explore the critical significance of customer retention for brands in today's market. Courtney shares her journey from freelance work to key roles in marketing and retention, and offers valuable insights into building effective retention strategies.

Jess and Courtney dive into topics such as customer service, shipping experiences, and product satisfaction, discussing how they all interplay to influence customer retention. This episode is a must-listen for anyone looking to elevate their understanding of retention tactics and customer journey analytics.

Don’t miss this episode if you want to learn about advanced retention strategies, the importance of customer journey analytics, and how to structure your marketing campaigns for long-term success.

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

🧃 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

Join Jess Cervellon as she chats with Ashley Harris, the dynamic force behind transforming customer experiences at various leading brands, including Caraway. Ashley shares her experience from working with subscription services to one-time purchase models and how creating a strong, resonant brand is key to success.

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

What’s inside The Juice this week?

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

—----------------------------------------------------------------

🧃 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

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

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

Join Jess Cervellon as she dives deep with Sarah Levinger, the genius behind groundbreaking NLP reports that revolutionize marketing strategies through emotional insights. Sarah shares her journey—starting from manual tasks to utilizing cutting-edge AI models—that has helped major brands like Hexclad, Fabletics, and Avi thrive.

Jess and Sarah discuss the importance of understanding consumer behavior, leveraging psychology in marketing, and the challenges of achieving personalized marketing at scale. The conversation is a must-listen for anyone aiming to enhance their marketing strategies and consumer experiences.

Don’t miss this insightful episode for anyone looking to transform their marketing strategies, leverage psychological insights, and truly understand their customers.

—----------------------------------------------------------------

🧃 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

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

Contact Sarah: http://saralevinger.co

Don’t miss out on our brand new juicy episode featuring Nichole Ramirez, Ecommerce manager at UCLA Store. Nichole brings her vast 15 years of experience in D2C and Ecommerce, sharing invaluable insights on creating a seamless customer experience in both online and offline environments.

Jess and Nichole explore the importance of being available to your team, leveraging AI for better communication, and the integration of CX and marketing in Ecommerce. Nichole’s dedication to supporting the UCLA community through Ecommerce revenue showcases the broader potential of innovative CX strategies.

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

What’s inside The Juice this week?

00:00 Introduction and Nichole Ramirez’s Journey to 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

—----------------------

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

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

Catch the latest episode of "The Juice with Jess Cervellon" featuring Danielle Dawson, Product Marketing Manager at Four Sigmatic. Danielle shares her insights on the challenges of integrating functional mushrooms and plants into products while keeping brand vibes consistent.

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

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

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

🧃 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

—----------------------

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

Explore Four Sigmatic:

https://us.foursigmatic.com/ 

Tune in to "The Juice with Jess Cervellon" for an illuminating episode featuring Mike Manheimer, CMO of Postscript. Mike shares his insights on the pivotal role of building genuine customer relationships and the transformational power of SMS marketing.

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

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

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

🧃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  /