This week, I went live at Subs Summit with my girl Ren Fuller-Wasserman, Senior Director of CX at Tushy, the brand that made bidets cool (and fun to talk about).

We cover startup grit, customer obsession, and why CX is never just about support tickets. Ren gets real about:

• Her unlikely path into CX, starting in a call center and turning it into a career superpower
• What it was like building Tushy’s CX team from scratch (and the wild stories that came with it)
• Why humor, empathy, and product knowledge are the not-so-secret sauce of customer retention
• Subscription loyalty, cross-sell opportunities, and how to keep customers engaged after the first purchase
• The balance between automation, AI, and the very human work of talking about… well, poop 💩

If you’re scaling a brand, leading a CX team, or just want to hear how to turn taboo topics into loyal customers, this episode is full of insight you can actually use.

Listen now for tips on CX strategy, subscription retention, and why even bidets need great brand storytelling.

📲 Follow Ren:

Linkedin: https://www.linkedin.com/in/ren-fuller-wasserman-68709a52/

📲 Check out Tushy:

Linkedin: https://www.linkedin.com/company/tushy/

Website: https://hellotushy.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 my good friend Michael Bair, founder of Bair Consulting, to unpack what really separates good CX in B2B from the DTC playbook, and why both worlds have a lot to learn from each other.

We cover B2B SaaS, enterprise customer success, DTC retention, and why too many brands still treat CX like an afterthought. Michael gets real about why B2B companies ignore brand at their own risk, what DTC can steal from SaaS (hint: product obsession), how subscription churn compares to six-figure SaaS contracts, the rise and overhype of AI in CX, and why empathy and product knowledge will always be the secret sauce of customer success.

If you’re leading a CX team, building SaaS, or trying to scale a consumer brand, this episode is packed with hard-won insights from two people who’ve lived on both sides of the table.

Listen now for the truth about B2B vs DTC CX, retention that actually works, and what “fractional” really means when you’re in the trenches with founders.

📲 Follow Michael:

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

📲 Check out Bair Consulting:

Linkedin: https://www.linkedin.com/company/bairconsulting/

Website: bairconsulting.co

👋 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 my mentee, Mackenzie Lukas, to talk about what it really means to put people first in customer experience. 💬✨

We get into her unexpected career pivot from commercial real estate to CX, what she’s learned as Sr. Director of Customer & People Experience at Hormbles Chormbles 🍫, and why empathy will always beat efficiency 💛.

Mackenzie shares how her team is building trust with customers through human interactions, why sampling is more than just a marketing play 🎁, and the lessons she’s carried from workplace culture into CX. We also talk about what it’s like to launch a brand in CPG without any prior industry experience, and why that can actually be a superpower 🚀.

If you’re building a brand, leading a CX team, or just curious about what makes people feel truly cared for, this episode is packed with insights you can use right away. 🔑

🎧 Listen now for takeaways on empathy, brand trust, and why CX deserves a seat at the table.

📲 Follow Mackenzie:

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

📲 Check out Hormbles Chormbles:

Instagram: @hormbles

Website: hormbles.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