The Juice with Jess Cervellon

'I think you can always tell the difference when you're at a company or a part of a larger org that wants to commit to actually putting the customer first.'" — Ashley Harris formerly of Andie and now CX at Caraway Home This epi has been a long time coming for my girl Ashley and I. Ashley is one of my favorite people in the space, not only because she is a CX baddie but because she is authentic and absolutely real. We jam-packed so many key insights on creating exceptional customer experiences and building strong, resonant brands into this episode. It is special and informative. 🔑 Key Takeaways: - Prioritize Authentic Brand Connections: Ashley emphasizes the importance of creating a brand that deeply resonates with customers. Use tools like QR codes on tags to ensure customer access to product knowledge and support, even when the product comes from various merchants. - AI as a Support Tool, Not Replacement: We both make a powerful argument that AI should support, not replace, your customer experience team. Relying solely on AI reflects a lack of care for your customers. Internal ownership and proper integration with BPOs are essential. - Empower Your Team and Invest in Training: Neglecting proper training and internal management for customer service can lead to higher costs and a negative customer experience. Ashley highlights the importance of proactive support and consistent communication, much like a skilled waitress who knows how to keep customers satisfied during a busy service. Give it a listen and send my girl Ashley Harris some hype!

In the latest episode of *he Juice with Jess Cervellon, we had the pleasure of speaking with the brilliant Sarah Levinger, a mastermind who specializes in consumer behavior and the psychology behind purchasing processes. Sarah shared invaluable insights drawn from her comprehensive experience in marketing and brand consulting. Here are three key takeaways from our insightful conversation: ✨ 1. The Power of Emotional Targeting in Advertising: - Sarah Levinger developed an AI-driven NLP report that identifies the top three emotional motivators for consumers, based on her work with major brands. - This approach has dramatically improved advertising effectiveness, reducing costs by 40% in just two weeks for a beverage brand. 🔍 2. Understanding Consumer Behavior is Crucial: - Marketing decisions should always be grounded in thorough consumer research. Sarah highlights the importance of understanding and speaking directly to the customer, as evidenced by the backlash faced by a makeup brand. - Tools such as surveys and deep segmentation can help tailor language and marketing strategies to align with specific audience segments. 📊 3. The Participation Era of Marketing: - It's no longer enough for brands to simply create relationships with their customers. Successful brands facilitate customer participation, creating deeper connections. - Sarah cites the example of Liquid Death, which sells not just water in a can, but an emotion and a sense of rebellion, demonstrating the shift to the participation era in marketing. Don't miss out on the full episode of The Juice with Jess Cervellon for an in-depth look at these topics and more! Subscribe and follow the show to stay updated on the latest in improving customer experience and brand strategies. #Marketing #ConsumerBehavior #EmotionalMarketing #BrandStrategy #Podcast #CustomerExperience 🔗 https://lnkd.in/gpgDc78N

🚀 Excited to share the latest episode of "The Juice with Jess!" 🎙️ In this episode, I sat down with Nichole Ramirez, the e-commerce manager for UCLA, to dive into the fascinating world of customer experience and digital transformation in academia. Nichole brought incredible insights from her 15 years of experience in D2C and e-commerce, managing the UCLA store website and Bruin team shop. Here are three key takeaways: 🔑 Open Communication is Key: Nichole's open door policy and use of whiteboards for team communication highlight the importance of being available and fostering an environment where team members feel heard. As she emphasized, effective communication is the backbone of good leadership. 🔑 Leveraging AI in Customer Service: UCLA's bookstore has integrated AI to streamline customer inquiries and enhance the conversational quality of interactions, ensuring a friendly back-and-forth rather than a robotic experience. Their approach includes a solid QA process to manage AI's potential "hallucinations" and set boundaries to support, not replace, human employees. 🔑 Customer Experience as Marketing: Nichole pointed out that customer experience is not just about satisfaction—it's a vital form of marketing and relationship-building. By continuously evolving with technology and adapting to customer needs, she has successfully driven revenue to support UCLA's student programs and activities. Don't miss this episode if you're into CX, e-commerce, or simply passionate about creating meaningful customer interactions! 👉 Listen and subscribe to "The Juice with Jess" for more insights and inspiring conversations: https://lnkd.in/ebgHT74s #CustomerExperience #Ecommerce #Leadership #AI #Marketing #TheJuiceWithJess #UCLA #DigitalTransformation

"A brand is its own personality. And just like us, we present ourselves differently on LinkedIn versus on Instagram versus in a podcast versus, with our friend group. But our core of who we are is the same." — Danielle Ryan Dawson RH (AHG) of Four Sigmatic on Mastering Brand Strategy Danielle Dawson, a renowned herbalist and holistic nutritionist, dives deep into the complexities of merging wellness with brand strategy at Four Sigmatic. Here's what stood out: Key Takeaways: 🔬 Brand Consistency and Innovation: Danielle underscores the challenge of infusing mushrooms and plants into various products while maintaining a consistent brand identity. Both she and host Jess emphasize the crucial need for a unified brand voice across retail, Amazon, social media, and direct-to-consumer channels. ⭐ Customer-Centric Approach: Consistent customer service and tailored marketing are vital. Adapt to changing customer personas, use consumer research and data to understand preferences, and align your brand strategy accordingly. 🎯Community Engagement and Quality Focus: Identify and invest in the most active community channels to engage with your audience. Prioritize quality communication over quantity and involve customers in new product development, steering clear of over-reliance on discounting. This episode is a must-listen for anyone passionate about brand strategy, customer experience, and market innovation. 🌍✨ Give it a listen and let me know your thoughts! 💬👇 https://lnkd.in/gFkShB_e #BrandStrategy #CustomerExperience #HolisticWellness #TheJuiceWithJess #Innovation #CommunityEngagement #MarketResearch

🚀 This week, we are taking a step into the marketing world and looking at a customer's experience from the lens of marketing with Mike Manheimer, CMO of Postscript We dived deep into the evolving world of SMS marketing and current trends. Here are three key takeaways from our enlightening conversation: 🎯 Genuine Relationships Over Generic Approaches: In today’s crowded marketplace, fostering genuine relationships with customers is crucial. Static, one-size-fits-all strategies just won’t cut it. Understanding and engaging with customer feedback can provide a real competitive edge. 📲 SMS Marketing as a Game Changer: The direct and immediate nature of SMS opens up unique opportunities for two-way conversations with customers. Brands can build loyalty and create surprise-and-delight moments that drive substantial returns—sometimes up to 50x ROI. 🎨 Creativity and Entertainment in B2B: The traditional formal approach in B2B marketing is losing its effectiveness. There’s a growing need for creativity and entertainment in marketing campaigns to truly engage and stand out. Postscript’s experience shows that even small content and design teams can make a big impact with the right strategy. Want to hear the full discussion? Check out Episode 22 - Mike Manheimer - The Juice with Jess, available now! 📻✨ Link in comments #TheJuiceWithJess #SMSMarketing #B2BMarketing #CustomerExperience #CreativeMarketing #eCommerce

🚀 New epi day for The Juice! And this week Michael Bair of FIGS joins me to deep dive into the world of customer experience (CX) and the evolving landscape of chatbots. 🎙️ In Episode 21, we unpacked the incredible journey from early chatbots on Razor phones and Blackberries to the present-day reliance on customer support technologies. We also took a trip down memory lane, sharing stories from our careers spanning from call centers to executive leadership roles. Here are some key takeaways: 🔹 People-Driven Success: The CX world often exists at the intersection of technology and human empathy. Both Michael and I emphasized the importance of hiring passionate individuals and allowing them to grow beyond us. Witnessing former team members excel is one of the most rewarding aspects of leadership. 🔹Data-Driven Decision Making: We stressed the importance of leveraging accurate data to inform CX strategies. Evaluating customer interactions, repeat purchase rates, and lifetime value (LTV) provides crucial insights that can shape and refine brand experiences. 🔹Elevating CX to Strategic Importance: We passionately advocate for giving CX a seat at the executive table. Companies need leadership that values customer feedback and integrates those insights into the strategic vision, ultimately enhancing overall brand value and customer satisfaction. Whether you’re navigating the challenges of setting up efficient chatbots or aiming to elevate your CX game to an executive level, this episode is packed with insights and real-world experiences. Tune in to get "The Juice" on all things customer journey and brand experience! 🔗 Catch the full episode link in the comments! Feel free to share your thoughts on the episode and let’s keep the conversation going about the future of CX! 💬 #CustomerExperience #CX #Leadership #DataDriven #CustomerJourney #TheJuiceWithJess

As a special edition, we have released not one but TWO bonus episodes directly over on YT! Check em out!

📣 If there's one thing that I believe with every fiber of my being, it's this: no one knows your customer better than the people directly engaging with them. Hint, hint: that's usually your Support agents! 👋 📉 I am very passionate about developing humans outside of tickets. There is SO much information living in your CX infrastructure. Many leaders (myself included) have spent countless hours using this data to create growth strategies, test new projects, elevate brand storytelling, and more. If CX is a core pillar of your brand, the possibilities with customer data are LIMITLESS. 🎙 I was incredibly honored to be invited to speak more about enhancing customer-lead experiences with my dear friend and CX superstar, Jess Cervellon. We cover an array of topics: from fangirling over our favorite personalization methods to utilizing AI to enhance the modern luxury space and everything in between! Give our episode — and ALL of the episodes — a listen over at The Juice with Jess Cervellon!

This week we have the brilliant Leanna N., Director of CX at Victoria Beckham Beauty🎙️ We dived deep into the dynamic world of AI in customer experience and the future of inclusive beauty. Here's a glimpse of what we covered: 🚀 The Role of AI in Enhancing Customer Experience - Fear not, AI is here to assist, not replace! Leanna and I discussed how AI can augment customer experience by handling feedback analysis, customer support, and education. - AI helps free up human resources for more complex tasks, enhancing team efficiency and customer satisfaction. - From intent-based AI to chatbots on product display pages, AI is no stranger to improving customer interactions in innovative ways. 🌍 The Quest for Inclusive Beauty - Leanna opened up about the challenges and importance of creating beauty products that cater to diverse skin tones, textures, and features. - Inclusive beauty isn't just about the product; it's about making every customer feel beautiful and represented. - Victoria Beckham Beauty's commitment to diverse model representation and continuous feedback loops ensures every customer feels seen and valued. 🛠 Strengthening Vendor Relationships - Early career success stories often involve collaboration, and Leanna emphasized how strong vendor relationships were instrumental in her career. - Acknowledging and crediting vendor contributions isn't just good practice – it's essential for sustainable growth. - Our discussion highlighted the value of expanding customer support channels beyond the traditional call center to create a seamless customer journey. 👂 Key Takeaways: - Embrace AI to elevate your customer experience and free up human resources for more impactful work. - Commit to inclusive practices that make every customer feel represented and beautiful. - Foster strong vendor relationships and diversify customer support channels for a holistic brand experience. 🔗 https://lnkd.in/guWMAdGJ Tune in now to "The Juice with Jess" for more insights and actionable strategies! #CustomerExperience #AI #InclusiveBeauty #VendorRelationships #MarketingInnovation #TheJuiceWithJess

"If you engage with this sales assistant, we're talking a 3.4x increase in, in conversion." — Logan Dunn of Wyze on AI-Driven Sales Success 00:32:07- 00:32:15 🚀 Just released a new bonus episode of "The Juice with Jess Cervellon" featuring Logan Dunn from Wyze recorded at SubSummit in Dallas! 🎙️ Dive into the future of AI, community engagement, and strategic growth. Here are three key takeaways from our conversation: 🌟Embrace Emerging Skills🌟 New technologies like AI are transforming industries. Logan and I discuss the importance of learning new skills, such as coding, to stay ahead in your career by better utilizing these powerful tools. 🤖Customer-Centric AI🤖 Logan shares how generative AI can massively enhance the customer journey by unifying experiences across touch points and providing personalization at scale. 🛠️Community Building is Key🛠️ Whether you're just starting out or scaling up, investing in a strong community can propel your brand forward. Logan emphasizes the importance of listening to and engaging with your customer base via platforms like Reddit and Discord, creating a loyal and active community. Catch the full episode for more insights on evolving your business with AI and fostering deeper customer connections. 🎧 Listen now: https://lnkd.in/g3yVTHQA #Podcasts #AI #CustomerExperience #CommunityBuilding #TheJuiceWithJess #WiseLabs #Technology #GrowthMindset