The Juice with Jess Jess Cervellon

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

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!
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