Above The Fold

Have you ever wondered how brands get products to celebs like Justin Bieber, and then get Justin to post about it? If the answer is yes then tune into this episode with Sarah Grosz, an influencer marketer at Allbirds. 

Sarah started her career in social media and knows the ins and outs of influencer marketing by heart. She’s helped brands of all sizes perfect their influencer strategy.

In this episode, we're discussing the tips and tricks behind gifting, how to work with different influencers, what makes a video go viral, dealing with marketing flops, and more!

We also discuss TikTok Shop and why Jess and Sarah have a love-hate relationship with it. 

Don’t just stand by—engage, react, and be a part of our juicy conversation about everything from micro-influencers to macro-strategies. Like, share, buzz in the comments, and subscribe for your weekly serving of The Juice with Jess!

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What’s inside The Juice this week?

00:00 - 09:59: The Power of Storytelling

10:00 - 15:45: Speaking Social: Unlocking Customer Success & Brand Identity

15:46 - 24:10: Engaging with Consumable Products

32:46 - 40:12: Content Creation and User Engagement

40:13 - 47:27: Finding Community and Influence 

47:28 - 53:45: Marketing Metrics: Beyond CPM and Customer Acquisition

53:46 - 59:52: Encounters with Macro Influencers and Manual Marketing Techniques

59:53 - 01:03:05: The Power of AI in TikTok Shopping and User-Generated Content

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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 Sarah on 

LinkedIn: https://www.linkedin.com/in/sarahgrosz/

Unlock the secrets of customer retention and CX mastery with our latest episode featuring expert Eli Weiss, VP Retention Advocacy at Yotpo. Join us as Eli shares his inspiring journey from facing countless rejections to becoming a trailblazer in customer experience. 

In this juicy episode, we're squeezing out insights on leveraging AI for sentiment analysis in the early stages of a brand's life, the vital role of inclusive and respectful interactions within the industry, and the definitive edge that kindness offers in both B2B and B2C landscapes. Eli and I also share the ripe details of our transitions across different industry roles, and how these experiences shaped our understanding of diversity and customer experience strategies. 

Don’t forget to like, share, comment and subscribe for more!

What’s inside The Juice this week?

00:00 - 10:11: CX & Retention: Advocating for Customer Needs

10:11 - 17:00: Tools for Community Building

17:00 - 29:09: Use Targeted Email Strategies

29:09 - 43:03: AI in Customer Service and Other Trends

43:03 - 51:51: Challenges in Business Retention and Overcoming Rejection

51:51 - 57:24: Imposter Syndrome in a CX Career

57:24 - 01:01:11: Loyalty Programs: Enhancing or Hindering CX?

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

We’re getting into The Juice with David Baker, the chief digital officer for skin and bodycare brand Beekman 1802. In this episode, we discuss David’s background in beauty, the current state of beauty trends, and how Beekman 1802 has evolved over time. From the science behind Beekman's revolutionary goat milk-based products to their strategic omnichannel presence, David gives us the inside scoop on how Beekman uses innovative technology to empower customers. Imagine an AI facial scan or a one-on-one video consultation that could revolutionize your skincare routine – it is happening at Beekman. 

Join us for a discussion that blends innovation, strategy, and consumer insights, all stirred into one must-listen episode of The Juice with Jess Cervellon. Don’t forget to like, share, comment and subscribe for more!

What’s inside The Juice this week?

00:00 - 06:14 David’s Career Trajectory from L'Oreal to Beekman.

06:14 - 09:27 The State of Beauty Trends.

09:27 - 11:17 Empowering Consumers with Education, Personalization and Communication.

11:17 - 14:47 Beekman 1802’s Innovation in Skincare.

14:47 - 19:41 Beekman’s Customer-Centric Support.

19:41 - 21:48 Harmonizing Technology and Humanity with AI.

21:48 - 25:24 Early Career Lessons on Data Privacy.

25:24 - 30:19 The Role of Personalization in Messaging.

Welcome back everyone to "The Juice with Jess Cervellon," where we squeeze the latest insights out of the customer journey and experience. In this episode we're diving into the heart of customer success with none other than Corey Walker, the Sr. Strategic, Enterprise Customer Success Manager at Enboarder. 

Enboarder is a platform that helps companies nurture cultures of connection and belonging where every moment matters. Corey and Jess will talk about why creating positive employee experiences is crucial for retention and achieving those all-important revenue goals, especially in B2B landscapes.

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What’s inside The Juice this week?

00:00 - 04:20 The intersection between Customer Support and Customer Success

04:23 - 08:00 Enhancing employee experience through tailored communication strategy.

08:06 - 10:40 Customer success role focused on renewals

10:46 - 14:25 The importance of customer success as a strategic advisor

14:25 - 18:09 The difference between Customer Success and Customer Support

28:05 - 32:00 Leveraging AI to increase efficiency

34:34 - 39:00 Overcoming self-doubt in your career

39:16 - 41:00 The struggle to involve large customers in beta testing.

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Don't forget to like, share, and subscribe to get more juicy episodes every week!

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

The Juice is visiting the doc! Today we’re chatting with Scott Wicken, the voice behind Dr. Squatch, a natural body care brand sold in major retailers including Walmart, Target, and Ace Hardware.

As Lead Copywriter for Dr.Squatch, Scott’s responsible for all the copy consumers see, so we didn’t hold back when it came to getting into the Juice of how to create compelling copy. Scott shares with us his philosophy for great copy, the nuances of creating copy for different channels, and the importance of maintaining a consistent brand voice.

We also travel back in time and discuss how Scott transitioned from the structured world of finance into the fun, creative world of consumer brands.

And most importantly, we ask Scott the juicy question we all want to know - Will AI replace writers? Scott gives us his candid take on AI, how it’s impacted his profession, and where he sees it going.

We’re squeezing out all the Juice from Scott so this is an episode you don’t want to miss!

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What's inside the juice this week?

00:00 - 07:00How dissatisfaction in finance can lead to self-discovery.

07:27 - 12:00 Balancing creativity and business mindset is crucial.

12:18 - 17:30 Importance of brand voice and tone for differentiation.

17:39 - 20:30 Why an authentic brand connection with customers is essential.

20:47 -31:00 Keys to successful copywriting: authenticity, balance, knowing the audience.

31:06 - 40:00 Unique promotional opportunities with SMS communication.

40:00 - 41:00 AI's role in improving writing quality.

The Juice is sizzling this week because we got Michael Ludwig on the pod. Michael is the Head of Customer Experience at Hexclad, a chef-grade cookware brand for your home.

In fact, it's Gordon Ramsay favorite cookware brand. Yes, he's the famous hot-headed chef from the Food Network's Hell's Kitchen, so it's no surprise his favorite cookware brand would have incredible customer experience.Michael shares how his background in CX and time at major brands like Lexus have helped him build the ultimate CX playbook.

We discuss why it's hard to instill surprise & delight mentality into CX agents, the importance of going above and beyond for the customer, when to break the rules, the big change Hexclad's CX team made on their busiest day of the year, and lots more!

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What's inside the juice?

2:48 - 10:00 The power of the simple things to enhance CX

10:03 - 12:07 Social media: Listen 90%, engage 10%

12:07 - 20:04 Michael's approach to analyzing data

22:34 - 25:16 Hexclad's customized collaborations

25:24 - 26:35 The difficulties of finding a social support agent

27:00 - 27:50 The hardest thing to instill in CX agents

28:00 - 31:42 Jess's terrible luggage experience

31:50 -38:35 Michael & Jess's best CX moments

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This episode of The Juice with Jess is JUICY! We're joined by Cati Brunell-Brutman, CX Manager at Glossier, to discuss inspiring teams, being a leader, showing up as your authentic self, and getting comfortable with data! Cati also pulls back the curtain on how Glossier runs CX! We discuss the complexity of their omnichannel network and how the CX team stays in the loop, working with Sephora, and a lot more!

If you'd like to be notified as soon as a new episode drops, you can subscribe to our mailing list at https://juice.kustomer.com/.

Don't forget to rate, review, and subscribe!

5:00 - 7:00 Being a CX Leader

8:53 - 10:43 Dealing with Negative Feedback

13:49 - 16:26 Cati and Jess's take on AI

17:00 - 21:22 Getting comfortable with data

21:48 - 23:00 Glossier's CX Team

23:00 - 24:23 Personalization and agent safety

24:50 - 27:33 Glossier's Omnichannel Brand Experience

31:33 - 33:00 CS x Community Management

35:00 - 39:00 Glossier's personalization and retention

Welcome to the first episode of The Juice with Jess Cervellon! In this episode, we sit down with Nancy Gurd, the Associate Director of CX at Caraway, and talk about everything from dealing with negative viral videos, implementing AI into your customer support, personalizing customer support, and Nancy's best (and worst) customer experiences!

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1:11 - 2:00 Nancy’s CX background from Aurate to Caraway

2:58 - 6:54 Humanizing CX and Crisis Management

7:50 - 11:19 CX Feedback loop and Education

11:33 - 14:27 Tech stack and opinion on tools

14:51 - 19:00 Leveraging AI and chatbots

19:17 - 24:00 Outsourcing CX and BPO

24:01 - 28:14 Selling omnichannel and QVC

28:33 - 32:33 Retail and navigating customer data

32:48 - 39:34 Nancy’s best and worst customer experience

Don't forget to like, share, and subscribe for more insightful episodes like this. Drop your thoughts and questions in the comments below!

Make sure you're subscribed to The Juice with Jess Cervellon wherever you get your podcasts.

Welcome to The Juice with Jess Cervellon, where we dive deep into the art and science of customer experience and brand loyalty.

Join us as we embark on this exciting journey to uncover the secrets behind building amazing brand experiences.

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