This week, I sat down with Aniesha Jones to talk about what customer experience actually looks like when empathy, data, and revenue are all in the same room. We get into her unconventional path from opera and vocal performance to leading high-growth CX and retention teams, and why creativity is one of the most overlooked skills in business today.

We cover CX leadership, retention strategy, the real ROI of empathy, and why CX deserves a seat at the executive table instead of being treated like a cost center. Anisha breaks down how data and storytelling work together, how DEI should inform experience design from day one, and why loyalty is built through belonging, not discounts.

If you’re a CX leader, founder, marketer, or operator trying to build experiences that customers actually remember, this episode is packed with insight you can use immediately. Listen now for a grounded, honest take on empathy, retention, and what sustainable growth really looks like in ecommerce today.

📲 Follow Aniesha:

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

📲 Check out Armra:

https://armra.com/

👋 Enjoying Above the Fold?

Keep the insights coming by subscribing to my newsletter, Sunday Postcards. Each week, I share tips, stories, and strategies that help you unlock the secrets to brand success. Written from my experience in the marketing world, it’s your go-to source for staying ahead of the curve. Subscribe at www.sundaypostcards.co and join the community!

Connect with Jess on:

LinkedIn: linkedin.com/in/jess-cervellon

Twitter: x.com/jesscervellon

Instagram: instagram.com/jess.cervellon

This week, I sat down with the operations queen herself, Hattie Gilpin, to talk about what it really takes to keep subscribers around in one of the most competitive categories out there. If you’ve ever wondered why customers churn, what actually drives operational success, or how brands can earn long-term trust without leaning on discounts, this episode is for you.

We cover subscription retention, billing cycle psychology, customer experience, and why the unsexy parts of operations matter just as much as great marketing. Hattie breaks down everything from time-to-churn analysis to warehouse partnerships, plus the real story behind HAM — the analytics platform built specifically for subscription operators who are tired of messy spreadsheets and bad data.

If you’re running a subscription brand, leading a CX or ops team, or trying to understand why customers cancel in the first place, this episode is packed with actionable insights you can actually use.

Listen now for tactical advice on retention, subscription analytics, operational excellence, and why great customer experience is built long before a support ticket ever gets opened.

📲 Follow Hattie:

LinkedIn: https://www.linkedin.com/in/harriet-gilpin/

📲 Check out Wellbel:

https://www.wellbel.com/

👋 Enjoying Above the Fold?

Keep the insights coming by subscribing to my newsletter, Sunday Postcards. Each week, I share tips, stories, and strategies that help you unlock the secrets to brand success. Written from my experience in the marketing world, it’s your go-to source for staying ahead of the curve. Subscribe at www.sundaypostcards.co and join the community!

Connect with Jess on:

LinkedIn: linkedin.com/in/jess-cervellon

Twitter: x.com/jesscervellon

Instagram: instagram.com/jess.cervellon

This week, I sat down with Alex Ferzan, co-founder of Manojo Mezcal and founder of ZADDY, creative agitator, and the definition of a career shapeshifter, from the late-90s punk scene to managing bands, to building culture-shifting brands that go way beyond hype.

We get into the real story behind how someone who once toured with hardcore bands ended up helping create some of the most irreverent, unforgettable brand voices in the last decade. Alex breaks down the chaos, luck, timing, and intuition behind building businesses that actually hit, including the wild early days of BABE Wine and what it really takes to create a brand with momentum (hint: it’s not perfection, it’s punk energy).

We talk scrappiness, culture-making, why marketing is “bullshit” but also the whole game, and how to know when you’ve hit that strategic moment where a brand is ready for its next level. Plus, Alex shares the story behind Manojo Mezcal; from Oaxacan lore to thoughtful design decisions, to partnering with world-renowned chef Enrique Olvera to build something that stays true to place, people, and craft.

If you're building a brand, dreaming about your next product, or trying to figure out how the hell to make noise in a crowded space, this episode is stacked with insight you can actually apply.

Tune in for stories about creative risk, real brand building, entrepreneurship that doesn’t look like a LinkedIn post, and why the best ideas usually start with a little chaos.

📲 Follow Alex:

Linkedin: https://www.linkedin.com/in/alexanderferzan/

📲 Check out Manojo Mezcal:

Website: https://manojomezcal.com/

📲 Check out ZADDY:

Linkedin: https://www.linkedin.com/company/zaddy-llc/

Website: https://www.zaddy.net/

👋 Enjoying Above the Fold?

Keep the insights coming by subscribing to my newsletter, Sunday Postcards. Each week, I share tips, stories, and strategies that help you unlock the secrets to brand success. Written from my experience in the marketing world, it’s your go-to source for staying ahead of the curve. Subscribe at www.sundaypostcards.co and join the community!

Connect with Jess on:

LinkedIn: linkedin.com/in/jess-cervellon

Twitter: x.com/jesscervellon

Instagram: instagram.com/jess.cervellon