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!

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🧃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/

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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

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.

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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

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.

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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

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.

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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

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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/

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.

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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

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🧃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

Connect with Jade on

LinkedIn: 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! 

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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 

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🧃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/ 

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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/

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. 

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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 

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🧃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

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/

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 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

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. 

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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

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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.

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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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🧃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 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/