hot take... brands out here still thinking CX is a cost center. meanwhile, the best retention strategy is…actually giving a sh*t. okkkkbyeeee

i need more people on my feed who are building, creating, scaling, innovating, storytelling, making money, or just being iconic af who should i be following?

Add puppet master to my podcast resume 🫡

laoban started with a dumpling shop in china + a founder who couldn’t shake the feeling of “this just feels right.” the idea clicked when he realized he wanted to recreate that whole experience back home. #FounderStory #BrandBuilding

So fam, who are we using these days for post purchase surveys? AND doesn’t cost a small fortune!

ThumbstopLive | Nick Shackelford and Jess Cervellon | Aug 22 x.com/i/broadcasts/1mnxeNLAl…

Big freakin' week on @ThumbstopLive 🔥 I know I'm pumped! Mon - @ChereneAubert & Tom from Jump450 Tues - @mirellacrespi & @ImChaseMohseni Wed - @IstvanicMarin & @Cody_Wittick Thur - @connorrolain & @herrmanndigital Fri - @jesscervellon & @iamshackelford Get a peak behind the curtain to why the homies tick the way that they tick 🧠 Live from 11am ET to 1pm ET

Heading to Cannes Lions and London for a few weeks in June. Who should I hang with out that way? 🖤

“Let’s surprise and delight customers!” Cool. How about starting with the email they actually open? We gave one of our brand’s order confirmation a personality and a purpose. Less confusion. Fewer tickets. More trust. Wild concept: delight = clarity.

How do you connect the love and the money? Last month, I got jumped into the CX world by three friends: @jesscervellon, @_zoekahn_ & @eliweisss Why? Because it was put on my plate to assemble a be-all-end-all guide on ecommerce customer experience. Thing is I’m a tourist, not a local, in that world. So I threw together a Google Form of three dead simple questions plus a bonus. 1️⃣ How do you define CX? 2️⃣ What metrics measure success? 3️⃣ What advice would you give to someone just starting out? The bonus: What advice would you give to a $50M+ brand? I put that out to Jess, Eli, and Zoe … and — oh my goodness — has this thing spiraled in the best sense possible. So far, we’ve collected ~20 original contributions from a freaking who’s who of ecommerce + DTC royalty. What I discovered is that the fundamental pain point for CX leaders within those brands is connecting what we might call the love with the money. On one hand, the natural empathy of people who live and breathe customer experience, customer support. On the other, financial data + business metrics that unlock not only a seat at the table and buy-in … but also budget. I’m still collecting contributions for the guide. We’ve also decided to roll the whole thing into a live panel next month. That’s where you come in. If you’ve got a tool, a resource, or an insight that you’d like to share and contribute, I want to hear it. Be warned. The bar has been set high by the existing contributors and panelists — things like data warehouses, cohort analysis, flippin’ CX holdout tests. But if you’re up for the challenge and want to share what’s helped you cross the divide, then please … Drop me a comment, hit me up in the DMs, and let’s jam. Tagline: “CX, But Make It Profitable.”

what happens when I have the cx leaders of Caraway, Glossier, Nestig, Corso and Victoria Beckham Beauty join me on @abovethefoldpod? chaos. but make it informative 😘 tune in open.spotify.com/episode/4vO…

I’ve been out here yapping y’all’s ear off about CX and retention for a while now but wanna know what the CX girl gang from caraway, glossier, Victoria Beckham beauty and Nestig think? Tune into tomorrow on the poddy. Bout to drop some heat 🥵 🌶️

New epi 🫳🎤 Most brands chase hype... Equip Foods built an 8-figure brand by betting on trust, transparency, and a high-quality product. Sat down with Kieran Mathew to talk: 🥩 Beef protein’s unexpected glow-up 👀 The Gwyneth Paltrow shoutout no one saw coming 📈 Scaling lean without burning cash 🔥 Why word-of-mouth > paid ads If you’re over the BS in supplements & brand building, tap in. open.spotify.com/episode/1Uy…

besties, made you something. most brands wonder why their customers don’t come back… meanwhile, their CX is just not giving. 😅 so I put together a FREE CX Blueprint to help fix that❤️‍🔥 Download it here: bit.ly/4b5nXza inside, I break down: 👉where brands fumble the bag on retention (hint: post-purchase should be looked at) 👉how to make customers obsessed—without bribing them with discounts 👉the 4 CX pillars that actually move the needle 👉what metrics really measure CX success

one of my fav epis from the pod last week 🤌

retention ≠ locking people in. retention = giving people a reason to stay.