Above The Fold

Tune in every Thursday as Jess chats with operators and founders across CX, marketing, and everything in between to discuss what creates a killer brand experience. In each episode, we’ll dive into the nitty-gritty like acquisition and retention tactics and zoom out to discuss the big things like AI, brand experience and why customer experience is at the center of it all.

Above The Fold is a business podcast hosted by Jess Cervellon, with 88 episodes on record and a Required Pod Score of 80.

Jess Cervellon hosts Above The Fold, a business show with 88 episodes published.

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  Episode #88

  Episode 88 | Building a Spicy Latin Snack Brand With Daniel Schwarz of Chuza

  Jan 8, 202644 minS0

  <p>This week on Above the Fold, I sat down with Daniel Schwarz, founder of Chuza, to talk about what it actually takes to build a spicy Latin snack brand from the ground up. We get into Daniel’s journey from tequila and spirits brand management to entrepreneurship, why having skin in the game matters, and how Chuza was built with one hundred percent Mexican spices and zero artificial ingredients. Daniel shares how growing up in Monterrey shaped the flavors behind the brand, why representation on the shelf matters, and how early customer feedback influenced product decisions. We also talk ab...

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  Episode #87

  Episode 87 | Empathy, Revenue, and Why CX Leaders Need a Seat at the Table with Aniesha Jones

  Dec 18, 202543 minS0

  <p>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.</p><p>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. Aniesha breaks down how data and storytelling work together...

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  Episode #86

  Episode 86 | Ops, Honesty, and the Truth About Keeping Subscribers with Hattie Gilpin of Wellbel

  Dec 11, 202547 minS0

  <p >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.</p><p >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 st...

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  Episode #85

  Episode 85 | Why Chaos, Curiosity, and Voice Still Win with Alex Ferzan of Manojo Mezcal & ZADDY

  Dec 4, 202552 minS0

  <p >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.</p><p >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...

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  Episode #84

  Episode 84 | Building A Food Brand People Actually Feel Something For with Patrick Coyne of Laoban Dumplings

  Nov 20, 202531 minS0

  <p >This week, I sat down with Patrick Coyne, founder and chief executive of Laoban Dumplings, for a conversation that reminds you why some brands just hit differently. From teaching English in China to running dumpling shops in D.C. to building one of the most exciting frozen food brands in the country, Patrick’s journey is proof that authenticity travels, even into the freezer aisle.</p><p >We get into how Laoban went from brick and mortar to CPG during the pandemic, with Patrick and his team hand-packing dumplings and delivering them to local stores, often with the brand’s ma...

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