The Juice with Jess Jess Cervellon

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/
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
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/

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?
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