This week, I sat down with two of my favorite entrepreneurial baddies, Sara and Chloe of Tippy Type—a product built for nail girlies and typers everywhere.

We talked about how they turned a scrappy prototype into a viral business, why they skipped paid ads entirely, and how listening to their community (and yes, even the trolls) shaped every product decision they’ve made. We also get into the unglamorous side of brand building: burnout, spreadsheet marathons, and what it really takes to run a company with your bestie and not lose your mind.

If you’re building a product, dreaming up your own brand, or just love hearing how chaos can turn into a cult hit, this episode’s for you.

🎧 Listen now to learn how Tippy Type became the keyboard cover for long nails—and why slow growth might actually be your secret weapon.

📲 Follow Sara:

Instagram: @sarayoungwang

LinkedIn: linkedin.com/in/youngsara/

📲 Follow Chloe:

Instagram: @wheretoclo

LinkedIn: linkedin.com/in/chloe-mae/

📲 Follow Tippy Type:

Instagram: @tippytype.co

TikTok: @tippytype

Website: https://tippytype.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 Nichelle Mesa, CX Manager at Girlfriend Collective, to talk about what it really looks like to build a small but powerful customer experience team that’s got more heart than headcount.

We cover what makes Girlfriend’s CX team so effective (spoiler: it’s not macros or AI), why empathy still matters, and how being in the queue isn’t a sign of bad leadership — it’s a flex. Nichelle shares how she approaches feedback loops, retention strategy, and yes, the iconic customer who once wrote, “I love you. I’m drunk. Bye.” CX gold.

If you’re leading a team, trying to level-up your retention, or figuring out how actually to make customer support feel human again, this episode’s got plenty to pull from.

🎧 Listen now to learn why small teams slay, how to build loyalty that sticks, and why your CX squad might be the secret sauce to your brand’s longevity.

📲 Follow Nichelle:

Instagram: @butwithan.n

LinkedIn: linkedin.com/in/nnmesa/

📲 Follow Girlfriend Collective

Instagram: @girlfriend

Website: girlfriend.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 friend Reid Litman, Global Consulting Director at Ogilvy, to talk about what it actually means to build trust with Gen Z—and why most brands are doing it wrong.

We cover creator-led brands, the evolution of retail strategy, loyalty programs that don’t suck, and why “authenticity” has officially lost all meaning. Reid shares what he’s seeing on the agency side, from legacy brands trying to stay relevant to new ones trying not to embarrass themselves.

Plus, we get into why A24’s membership model works, what Feastables learned moving from DTC to retail, and how YouTube is quietly becoming the new cable box. If you’re working in brand, marketing, or just trying to keep up with the next generation of buyers, this episode is full of insights you’ll actually use.

🎧 Listen now for takes on Gen Z, trust, and why the best brands don’t just talk the talk—they build a community that lasts.

📲 Follow Reid:

Instagram: @reidjlitman

LinkedIn: linkedin.com/in/reidlitman/

📲 Follow Ogilvy

Instagram: @ogilvy

Website: ogilvy.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 on After Hours x Above the Fold, I’m joined by my longtime internet friend and professional complainer, Patrick Johnson—engineer, brand builder, and one of the most brutally honest voices in ecomm.

We cover everything from smarter subscription strategies to the death of originality in AI-built websites. Patrick shares what he’s seeing behind the scenes with clients, why most brands copy each other without context, and what actual personalization looks like in 2025.

We also get into founder storytelling (does everyone really need to be the face of their brand?), how to build real community without being cringe, and why bundling isn’t a growth strategy—it’s just vibes if you don’t know your numbers.

If you work in CX, ecomm, or brand strategy—or you’re just tired of beige sites and bloated tech stacks—this episode is packed with takes and tools you can actually use.

🎧 Listen now for insights on building smarter, designing better, and getting real about what works in DTC.

📲 Follow Patrick:

Instagram: @patrickbjohnson

LinkedIn: linkedin.com/in/patrickbjohnson/

🌐 Keep up with Dear Summer:

Instagram: @dearsummerco_

Website: www.dearsummer.com (sign up for early access)

👋 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 Lauren Schorr, director of CX at Nestig, to talk about what it actually looks like to build customer experience into the foundation of a brand—not just as a function, but as a mindset.

We dig into why Nestig made CX its very first hire (yes, really), how they’ve scaled without outsourcing, and the difference between answering tickets and owning the entire customer journey. Lauren also breaks down the shift from baby products to kids’ furniture and what that’s meant for how her team communicates, supports, and grows.

If you’re thinking about building a CX team, growing your career in customer experience, or figuring out how to use feedback in a way that actually leads to change, this one’s for you.

🎧 Listen now for tips on team structure, retention beyond emails, and why your PDP probably needs a little more love.

📲 Follow

Instagram: @aurschorr

LinkedIn: linkedin.com/in/lauren-schorr-69b0101aa/

📲 Follow

Instagram: @nestig

Website: nestig.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

✉️ Interested in learning about Hark? Check out our friends here: sendhark.com

Hark brings customer feedback to life with Customer-Generated Content (CGC) and uses AI to identify ways you can optimize your business.

This week, I sat down with Kate Zaman, Senior VP of Partnerships and Marketing at ReserveBar, to talk about what it really takes to build a brand that doesn’t just survive but thrives, especially in a world where consumers expect more than just a pretty label.

We get into career growth, partnerships, luxury e-commerce, why personalization matters more than ever, and how to actually understand your real customer (hint: it’s not always who you think it is).

Kate also shares her journey from being a college brand ambassador to leading partnerships and marketing for some of the biggest names in the wine and spirits industry, plus why early experience in customer service and sales is an underrated advantage if you want to make it in marketing.

If you're building a brand, scaling a business, or sharpening your marketing playbook, this episode is packed with real talk and strategies you’ll actually want to use.

🎧 Listen now for insights on brand loyalty, personalization, and why luxury brands are winning by keeping it real.

📲 Follow

Instagram: @kateeliza23

LinkedIn: linkedin.com/in/kzaman917/

📲 Follow

Instagram: @reservebarspirits

Website: https://www.reservebar.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 on After Hours x Above the Fold, I sat down with my girl Dillon Duchesne, senior partnerships lead at Yotpo and co-founder of Midcoast, to talk about what actually makes a partnership work (hint: it’s not just a logo swap and a handshake).

We get into Dillon’s wild career path—from 11 years as a runway model to crushing tech sales—and how that experience taught her the kind of relationship-building that most people skip over. We also talk about the power of being underestimated, why referrals can change everything, and how partnerships can either be a flywheel or a full-blown mess.

Plus, we dig into why “better together” isn’t just a tagline, what makes a brand collab flop, and how being top-of-mind is actually a retention strategy. We also spill a little Midcoast tea, share what we don’t want to see at events anymore, and talk about building the kind of community we always wished existed.

If you're in tech, sales, partnerships, or just trying to work with people who don’t make you cringe—this one’s for you.

🎧 Listen now for gems on partnerships, career pivots, community building, and why relationship-first is the real growth strategy.

📲 Follow

Instagram: @dilllpicklesss

LinkedIn: www.linkedin.com/in/dillon-duchesne-215544206/

📲 Follow

Instagram: @yotpo

Website: https://www.yotpo.com/

📲 Follow

Instagram: @midcoastcommunity

Website: https://midcoast.community/

👋 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 on Above The Fold, I sat down with my girl Lindsay Kolinsky, Director of Marketing at Okendo, to talk about what most brands are doing wrong when it comes to understanding their customers.

We get into why reviews are just the beginning, how to use micro-surveys the right way, and why personalization should feel like a vibe—not a tactic. Plus, we dig into why NPS is wildly underused in e-commerce, how to actually make your community work for you, and the biggest CX red flags most marketers miss.

Lindsay also shares her POV on moderation, 1-star reviews (keep 'em!), and why every post-checkout survey needs a glow-up. If you're building a brand and want your customer insights to do more than collect dust in a dashboard, this one's for you.

Listen now for practical tips on surveys, personalization, loyalty, and what it really takes to turn your customers into super fans.

📲 Follow

Instagram: @lindsaykolinsta

LinkedIn: linkedin.com/in/lindsay-kolinsky/

📲 Follow

Instagram: @getokendo

Website: https://okendo.io/

👋 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