Welcome to Episode 2 of Above the Fold! This episode features a special guest: Mark Galvez, Head of Customer Experience at Taste Salud—a wellness brand that brings the vibrant flavors of traditional Mexican agua frescas to the modern wellness space.
From discussing confidence and emotional regulation in leadership to sharing career journeys, we explore the critical role of community in brand success, the challenges of integrating AI tools, and the value of premium ingredients. Mark also shares Salud’s unique customer care strategies, including free samples and no-questions-asked returns, which help build a loyal, engaged community.
Join me as we dive into Mark’s story, the magic behind Taste Salud, and the strategies that drive their success. Don’t forget to subscribe, sign up for my weekly newsletter, and follow along on Instagram and YouTube. This is Above the Fold, and I can’t wait to share these insights with you.
Books mentioned on the episode:
- The Making of a Manager by Julia Zhug
- The Effortless Experience: Conquering the New Battleground for Customer Loyalty by Matthew Dixon, Nicholas Toman and Rick DeLisi
- Radical Candor by Kim Scott
- The Imposter Syndrome: How to Stop Feeling Like a Fraud at Work, Build Your Confidence and Stop the Inner Critic" by Phil Roberts
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Join the Conversation:
00:00 Wellness Meets Mexican Agua Frescas
06:59 Dream Job: Games, Kegs, Vibes
12:38 CX: Seamless Across Channels
16:13 From Defense to Offense with Jess
17:55 Tackling a Confidence-Boosting Book
21:24 Career-Changing Moment
26:53 Teaching Problem Solving & Mentorship
29:58 Networking & Community: Key to Growth
35:42 Word-of-Mouth through Customer Care
36:06 Team’s Content Creation Power
41:07 Core Team’s Brand Passion
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LinkedIn: https://www.linkedin.com/in/jess-cervellon/
Twitter: https://twitter.com/justjessssss
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