Welcome to Above the Fold! I’m Jess Cervellon, and in this episode, I’m thrilled to have Amanda Kwasniewicz, former VP of Customer Experience at Love Wellness and now Director of CX at Yotpo, as our guest.

We dive deep into how Love Wellness transformed customer experience in the wellness industry, focusing on emotionally intelligent strategies and how customer feedback became the driving force behind product innovation. Amanda shares her experience on building a brand that prioritizes customer satisfaction through personalized CX and what it takes to scale that success across a growing company. She offers insights on how to integrate CX from day one, the importance of listening to your customers, and how these strategies helped Love Wellness stand out in a competitive market.

You’ll hear Amanda’s advice on building effective CX teams, developing customer-centric products, and why emotionally intelligent CX is the future of brand growth.

Key Moments:

00:00 - Introducing Amanda Kwasniewicz & Her CX Journey

02:45 - The Power of Building a Strong Feedback Loop

05:30 - How Customer Feedback Shaped Product Development

08:10 - Personalized CX in the Wellness Industry

12:25 - Crafting Emotionally Intelligent CX Strategies

16:50 - Scaling CX Teams and Processes for Growth

Connect with Amanda on Linkedin: https://www.linkedin.com/in/amanda-kwasniewicz/

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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!

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Connect with Jess on:

LinkedIn: https://www.linkedin.com/in/jess-cervellon/

Twitter: https://twitter.com/justjessssss

Instagram: https://www.instagram.com/jess.cervellon/

Welcome to Above the Fold! I am Jess Cervellon and this episode features a special guest: Lila Sullivan, Co-Founder of Flourish Plant—a revolutionary brand in the plant care industry.

We dive deep into Lila's entrepreneurial journey, the innovative features of Flourish Plant, and the extensive efforts they’ve invested in customer education. From community building and authentic retailer relationships to product development and overcoming industry challenges, Lila shares the secrets behind Flourish's remarkable growth. We also explore shifts in the market, younger demographics' interest in houseplants, and the importance of organic products for small spaces.

Discover more at: https://flourishplant.com/

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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!

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Connect with Jess on:

LinkedIn: https://www.linkedin.com/in/jess-cervellon/

Twitter: https://twitter.com/justjessssss

Instagram: https://www.instagram.com/jess.cervellon/

Welcome to Above the Fold! I am Jess Cervellon and this episode features a special guest: Megan Fitzgerald, Director of Brand Experience at Talea Beer—a female-founded brewery making waves in the craft beer scene.

We dive deep into Megan's career journey, the unique aspects of Talea Beer, and the multifaceted nature of working in a brewery. From community building and customer experience, to digital engagement and event programming, Megan shares how Talea creates a welcoming and inclusive space for all. We also touch on the growing trends in non-alcoholic beers and the careful balance in offering promotions to maximize brand integrity and customer loyalty.

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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!

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Connect with Jess on:

LinkedIn: https://www.linkedin.com/in/jess-cervellon/

Twitter: https://twitter.com/justjessssss

Instagram: https://www.instagram.com/jess.cervellon/