Big CX Energy: A Year of Customer Wins & Brand Magic
The 52nd Episode—A Whole Year of Above The Fold!
We made it. 52 episodes. A full year of Above The Fold. Wild.
When I started this podcast, I had no idea what it would turn into—but here we are, one year later, still talking about what actually matters in CX, brand building, and marketing (and somehow, I still have a lot more to say).
For this milestone episode, I had to do something special. So, naturally, I brought in another Jess. This week on Above The Fold, it’s the Jess Show, which features Jessica-Rose Garcia, Head of CX at OneSkin. We went deep on making customers feel valued, why CX is more than just “answering emails,” and how brands completely fumble retention. If you care about customer experience and brand building or just enjoy hearing two CX nerds go off, this one’s for you.
Unexpected Career Glow-Up
Nobody wakes up as a kid thinking, I wanna work in CX when I grow up. We all just end up here somehow. J-Rose? She started at Gold’s Gym in Venice, where she met the founders of Quest Nutrition. She plateaued in her fitness journey and found Quest Bars. She became a die-hard fan—like, talked about it nonstop kind of fan.
One day, she got a call: “We don’t know what you’re gonna do here, but we need you on the team.” She took the leap, started answering tickets with zero experience, and realized—this is it. CX was her thing. Now, 13 years later, she’s still obsessed.
How to Make Customers Feel Like VIPs
CX isn’t just a glorified complaint department. If you’re treating it like a never-ending to-do list of customer issues, you’re doing it wrong.
Real CX is about making people feel seen. It’s about building relationships, not just closing tickets. It touches everything—marketing, ops, product, fulfillment. You can have the best product in the game, but if your customer experience is trash? It’s over.
J-Rose and I got into what it actually takes to build CX that hits different—the kind that turns first-time buyers into lifelong fans.
Do You Actually Know Your Customers?
Brands love to say, “we know our customers.” But do they?
Most of the time, they think they know their audience, but they’ve never actually asked them anything. No interviews, no surveys, just straight-up vibes. They make assumptions based on who they want their audience to be instead of looking at real data.
J-Rose and I talked about why mapping out the customer journey is non-negotiable. If you’re not studying how people find your product, how they use it, and what makes them stick around, you’re playing yourself.
Why E-Commerce CX Hits Different
Not all CX is built the same. E-comm CX is a whole different beast.
People think it’s a plug-and-play skill, but nah. You need to understand fulfillment, logistics, Shopify quirks, why discount codes randomly stop working—basically, how everything behind the scenes impacts the customer.
J-Rose made it a point to learn it all—scanning orders, working with ops teams, even coding. Because if you don’t have that 360° view, you can’t properly advocate for customers. And that’s where brands go wrong.
Retention, Personalization & The Role of CX in Scaling Brands
Getting customers? Easy. Keeping them? A different story.
Too many brands dump all their money into acquisition and then wonder why customers never come back. (Spoiler alert: It’s because they don’t do anything to make them want to.)
CX is the key to retention. It’s not just about responding to emails—it’s about making people feel like they actually matter. J-Rose broke down how she builds personalization into CX, from making responses feel human to setting up systems that make customers feel seen.
The Science Behind OneSkin and Why J-Rose is Obsessed
OneSkin isn’t just another skincare brand—it’s backed by actual science. No fluffy marketing claims, just straight-up clinical research.
J-Rose explained how their OS1 peptide targets zombie cells (yes, that’s a thing) and slows down the aging process. It’s not about slapping some overpriced moisturizer on your face and hoping for the best. It’s about longevity.
She also talked about why she’s so hyped on OneSkin. After working at brands like Quest and Therabody, she knows the difference between a brand with real mission and one that’s just selling products. And OneSkin? It’s playing the long game.
CX Teams Deserve More Than Just “A Seat at the Table”
If you want a CX team that actually delivers results, you need to invest in them first.
J-Rose said it best: The customer is number one—except for my team. They come first. If your CX team is burnt out, overwhelmed, and treated like a cost center, guess what? Your customer experience is gonna suck.
Take care of your people. Give them the tools, the training, the support they need. If your team is thriving, your customers will feel it.
Final Thoughts: Passion, Purpose & Finding Your Place in CX
You can’t fake passion. If you don’t actually care about what you’re selling, it’s gonna show.
J-Rose and I talked about why working for brands you believe in makes all the difference. When you’re hyped about the mission, it’s easier to build experiences that customers connect with.
This convo was packed with gems, and honestly, we could’ve kept going forever. If you’re in CX, marketing, or brand strategy, this episode is a must-listen. Trust me—you’re gonna want to hear the whole thing.
