More Than A Brand: CX Podcast

Host Lindsay Tramel-Jones uses the Hanifa Day experience to highlight a key business lesson for scaling founders: being operationally ready for best-case demand. She describes how Hanifa, a Congolese American luxury clothing brand known for inclusive sizing and strong loyalty, saw major customer turnout for Hanifa Day (pre–Black Friday 2025), but delays and unfulfilled orders led loyal customers to air frustrations on social media, reversing the brand’s referral engine and damaging retention. She argues the brand wasn’t broken by a bad product or lack of attention, but by infrastructure that couldn’t handle success, and notes word-of-mouth can flip...

On the More Than a Brand podcast, Lindsay Tramel-Jones, CEO of Fierceified Creative and Consulting, challenges scaling founders to examine how much time they spend chasing new leads versus serving existing customers, arguing that the gap is costing them growth. She explains that acquiring new customers can cost up to five times more than retaining current ones, and that selling to existing customers has a 60–70% probability compared to 5–20% for new prospects. Lindsay reframes retention as more than funnels, email sequences, or loyalty tactics, emphasizing customer experience across every touchpoint—awareness, consideration, purchase, onboarding, delivery, post-sale follow-up, and referrals. She highli...

Lindsay Tramel-Jones, CEO of Fierceified Creative and Consultant, opens More Than a Brand by naming a cultural and economic shift in 2026: consumers are paying closer attention to where their money goes and are increasingly choosing small businesses over big corporations for trust, connection, and perceived quality. She frames this as an opportunity—but warns that if a small business backend is “duct taped together,” growth will feel like pressure, not progress. Centering customer retention, she shares that a 5% retention improvement can increase profits by up to 65%, and explains how retention creates breathing room by reducing the cycle of constant launch...

In this episode of More Than a Brand, Lindsay Tramel-Jones, CEO of Fierceified Creative and Consultant, explores the importance of aligning product offerings with customer needs. She discusses the pitfalls creative CEOs face when they launch products without customer input and emphasizes the need for strategic timing and capacity in launching new initiatives. Lindsay shares insights on predicting customer journeys and ensuring each touchpoint in the business ecosystem delivers a seamless experience. This episode is a must-listen for scaling founders who want to transform from being the bottleneck to the architect of exceptional customer experiences.

00:00 Introduction to...

In this episode of the More Than a Brand podcast, host Lindsay Tramel-Jones, CEO of Fierceified Creative and Consultant, dives deep into the crucial transition from manual customer management to scalable retention systems. Lindsay discusses the common pitfalls scaling businesses face around the $100-150K mark, emphasizing the importance of customer retention over acquisition. She explains three critical reasons why businesses struggle to retain customers: the lack of post-transaction relationship strategies, focusing on symptoms rather than systems, and ineffective onboarding processes. Lindsay also shares insights on using the RISE method—Research, Innovate, Strategize, Evolve—to identify and fix the root...

In this episode, host Lindsay Tramel-Jones sits down to explore the essence of identity beyond titles and roles with Eightx CEO, Matt Putra. Matt reflects on his journey from aspiring NBA player to becoming the CEO of EightX, a company specializing in fractional CFO services.

He shares poignant moments from his childhood, including the impact of his grandfather’s death, which initially inspired him to pursue a career in medicine. However, after a year of pre-med studies, he realized that the long educational path wasn’t for him and decided to venture into the workforce instead. Through cand...

Automate to Elevate: How FlowLab is Revolutionizing Customer Journey Audits

In this episode of More Than a Brand, host Lindsay Tramel-Jones reveals how she transformed her labor-intensive customer journey audits into an automated SaaS product called FlowLab. She walks through her journey from manually conducting audits that took up to 10 hours, to identifying common patterns, and finally, creating a diagnostic tool that leverages AI to provide actionable insights in minutes. Lindsay introduces her RISE methodology (Research, Innovate, Strategize, and Evolve), which forms the backbone of Flow Lab, allowing service providers to identify and fix revenue leaks efficiently...

The Art of Post-Sale Customer Engagement with Ken Rapp

In this episode of More Than a Brand podcast, host Lindsay Tramel-Jones interviews Ken Rapp, the co-founder of Blustream. The discussion revolves around the importance of post-sale product experiences and how Blustream helps brands transform their customers into loyal advocates.

Ken shares insights on Blustream’s journey from creating sensors for guitars to developing sophisticated customer engagement solutions. The conversation also delves into Ken's personal interests, such as playing guitar and water skiing, adding a personal touch to the entrepreneurial dialogue. Ken emphasizes the use of AI...

In this episode, we dive into a conversation with Stephen Sachs, founder of Zero Company and co-founder of AICMO. Stephen discusses the essence of his identity beyond titles, emphasizing the importance of empathy and love in our systems. He introduces The Bliss Method, which stands for "build love into scalable systems," and shares his vision of transforming random acts of kindness into a more systematic approach that fosters continuous empathy and compassion. Stephen reflects on the natural maturation process of empathy and how it evolves as we grow, encouraging listeners to integrate love into their personal and professional lives. <...

Welcome to the More Than a Brand Podcast! In this episode, host Lindsay Tramel-Jones sits down with Jose Dominguez, the founder of Alta, to explore the intersection of personal growth and branding. As our first male guest and a proud Mexico native, Jose shares his journey from a traditional 9 to 5 to launching his own branding agency.

Join us as we dive into:

Jose's background and how being the youngest of four siblings shaped his entrepreneurial spirit.

The transition from New York City to Chicago and how it...

The Journey of Ashley Lacer and Michelle Mae: A People-First Approach in Fashion

In the latest episode of the More Than A Brand Podcast, host Lindsay Trammell-Jones interviews Ashley Lacer, the founder of Michelle Mae, a fashion brand dedicated to providing stylish and comfortable clothing for women of all sizes. Ashley's journey is not just about building a successful business; it's about creating a positive impact on the lives of others, particularly women entrepreneurs.

The Heart Behind the Brand

Ashley emphasizes that her identity extends beyond her roles as a business owner, wife...

Customer expectations are changing, and it’s time to keep up. In this episode of More Than a Brand, we’re diving into the five most impactful CX trends for 2025. We’re talking about:

In the podcast episode, Angie M. Jordan takes over More Than a Brand and interviews Lindsay so the audience can get to know her more. Lindsay and Angie discussed the importance of being authentic and transparent about struggles and imperfections. Lindsay shared personal stories about her journey, including mistakes she made in her business, like forgetting to print addresses on wedding invitations. Despite the mishap, Lindsay highlighted the valuable lesson she learned from the experience - the importance of having a process and being organized to avoid similar mistakes in the future.

The conversation emphasized that everyone...

In the podcast episode featuring Angela Williams, the discussion sheds light on the significant impact of mindset on one's brand, particularly during a transition from a neutral role to a personal brand. Angela shares her personal journey of transitioning from a psychotherapist, where she maintained a neutral presence, to a personal brand where visibility and sharing opinions were crucial.

In this episode of "More Than a Brand," I had the pleasure of hosting Patrice Brown, a master stylist and colorist, who I fondly refer to as the "abstract visionary." This episode marks a special occasion as it is our first time recording in person with two people in the same room.

We began by discussing Patrice's unique approach to hairstyling and her commitment to educating her clients about proper hair care. Patrice shared her journey of self-discovery, emphasizing the importance of identifying who she is beyond her professional titles. She spoke about her healing process, which...

In this episode of "More Than a Brand," I had the pleasure of sitting down with someone incredibly special to me, Veronica Jackson—my Aunt Runt. We delved into her life beyond the titles of mother, sister, and grandmother, exploring who she is at her core. Aunt Runt shared her journey of self-discovery and wellness, emphasizing the importance of staying active and maintaining a healthy lifestyle, even at the age of 68.

We discussed her daily routines, which include going to the gym, hiking, and attending the Stretch Lab. She also talked about her love for plants, a pa...

In this episode of "More Than a Brand," I had the pleasure of speaking with Brandi Johnson, a renowned style expert who has made a significant shift from a career in education to becoming a stylist. Brandi shared her journey, starting as an executive in the learning and development field, focusing on education reform for Black and Brown children, to becoming a style and body image coach.

Brandi emphasized the difference between fashion and style, explaining that while fashion is an industry-driven by trends and consumption, style is personal and a form of self-expression. She attributes her...

On this episode of More Than a Brand, Dr. Monica Cox discusses her identity beyond her professional titles, describing herself as complex and busy. She highlights her passion for equity, social justice, and inclusion, emphasizing the importance of clear policies to prevent harm from unjust practices. Dr. Cox reflects on how her focus on equity has been a consistent theme in her life, shaped by various experiences rather than a single defining moment.

Connect on IG @fierceified.agency

For more tips, connect with me on LinkedIn here: https://www.linkedin.com/in/lindsay-tramel-jones-fierceified/

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In this episode of "More Than a Brand," I had the pleasure of sitting down with my dear friend and creative powerhouse, Jacq, also known as the copy whisperer. Jacq shared insights into her multifaceted career, which spans from professional cooking to copywriting, and how her creative endeavors extend into painting, directing, and even hosting dinner parties.

Jacq opened up about her journey from being labeled merely as a copywriter to embracing a broader identity that encapsulates all her creative talents. She discussed the transformative nature of her work with clients, emphasizing the importance of authenticity and...

In this episode of our podcast, we had the pleasure of hosting Renee Nicole, the marketing maven behind Renee Nicole Global. Renee shared her unique perspective on life and business, emphasizing the importance of reflection in both personal and professional growth.

Renee opened up about her journey, revealing how she constantly questions the 'why' behind actions and decisions, which has significantly shaped her approach to business and life. She discussed the challenges of adhering to traditional paths and the liberation found in questioning established norms.

A significant part of our conversation revolved around Renee's...

Laura Gregory, the founder of Laura Speaks Life is a forward thinking, spirit-led mindset coach that is teaching entrepreneurs who desire to leave their 9-5 how to shift their mindset and reach their goals.

In this inspiring episode of More Than a Brand, I had the pleasure of speaking with Laura Gregory, a Mindset Coach and the founder of Laura Speaks Life. Laura shared her journey of becoming an "overcomer" and a beacon of hope, inspiring others to rise above their challenges. She emphasized the importance of mindset in achieving one's goals and how she never let...

Tiffany Ellis is the owner of G Ann's juices, a raw juice company located in Atlanta, GA. Her company is changing the relationship that people have with raw juices by providing them with an option for people that don't the taste of vegetables, but know they need them.

In this episode we discuss her journey to self-discovery beyond titles and accomplishments. She shares her creative nature, love for speaking, inspiring others through authenticity, and the value she places on relationships. Tiffany emphasizes the importance of honesty and doing your best and how that has influenced her way...

In this episode I have the pleasure of chatting with my very own podcast producer, Angie M Jordan. Angie is the owner of Podcast Launch Bestie a podcast production and marketing company, and she has been in the online marketing space since 2008.

We chat about who Angie is behind her brand, and also how being her most authentic self in her business has led to building a solid and recognizable brand, and how having a strong brand is key, especially in times where there are so many options or the market is struggling.

In...

Welcome back to season four of More Than The Brand! We're kicking off this season with a fresh perspective, inspired by the market's shift towards wanting to know the people behind the brands they support. A prime example of this shift is the reaction to Beyonce's haircare line, Sacred, which sparked discussions about the importance of personal connection with a brand.

This season, we're diving deep into the stories of entrepreneurs who've chosen to align their brands with their personal identities. We'll explore their journeys, the decisions they've made to prioritize authenticity, and the impact it has...

  Hello, hello, hello! Welcome to the final episode of "More Than a Brand" Season Three. Let's dive right in. Throughout this season, we've explored the realm of big business, discussing terms, consulting experts, and reflecting on the evolution of Fearcified Creative and Consulting.

In the tech world, terms like UX (User Experience), UI (User Interface), and CX are commonplace. For small business owners, understanding the differences is crucial. UI focuses on the creative aspects users visually experience, often on websites or apps. UX digs deeper, considering data, analytics, and research to enhance user interactions.

In th...

In this episode Lindsay reflects on the challenges of 2023, where rapid pivots and reactive strategies were the norm, She took a hiatus for a few reasons. She stresses the significance of taking breaks and stepping away from your business. As cliché as it may sound, you cannot pour from an empty cup. Sharing personal experiences, she emphasizes the need to recharge, allowing creativity and clarity to flourish.

During a CEO day retreat, she delved deep into her business's essence, identifying three definitive ways we help clients create customer journeys: envisioning, developing, and refining. The struggle with the t...

In this episode, Lindsay reflects on the challenges and changes she's experienced in her business. She discusses the reliance on digital communication, particularly in meetings, and shares a funny anecdote about imagining a fake audience member named Carol. Lindsay then talks about receiving a client referral and being surprised when the client asks to pay by check instead of online. This leads to a realization about the need to think outside of traditional methods of doing business in the digital age.

If you are not confident in acquiring clients through social media or how to incorporate social...

This podcast episode focuses on the significance of the customer experience in business. Lindsay mentions the need to prioritize the customer experience over business goals, as a great experience can help achieve those goals. However, they also caution against creating an experience that cannot be sustained. The episode includes examples of integrating tools and platforms into a business's website and the importance of aligning them with the business's capabilities. The host emphasizes the need to consider sustainability and reach out for help if needed.

Connect on IG @fierceified.agency

For more tips, connect with me...

In this podcast episode, Lindsay discusses her business journey and how she transitioned to become a thought leader. She reflects on the challenges she faced in 2020 and how she used that downtime to learn and improve her skills. She emphasizes the importance of creating a customer experience, rather than just a pretty website, and shares her passion for helping clients in a deep and meaningful way.

This episode previews the trajectory of Fierceified Creative and consulting and what to expect when working with us.

Connect on IG @fierceified.agency

For more tips, connect...

In this episode, I speak to Stacey Reed of Stacy Zeal and Co to discuss the importance of having a strong web presence and how it ties into effective marketing. We highlight the need for websites that are both visually appealing and optimized for conversions.

The conversation emphasizes the integration of marketing and web design, debunking the notion that they are separate entities. Listeners will gain insights into the significance of a well-designed website in driving sales and attracting customers. This episode is part of the "More Than a Brand" podcast season, focusing on big girl business...

The episode delves into the experiences of high-performing women, particularly women of color, who often find themselves in situations where their ideas are credited to others. They express feeling unheard and undervalued in the workplace, leading to a sense of frustration and undervaluation.

Coach, Daisy Jones-Brown shares her experience of seeing her ideas being implemented and recognized by others, but not receiving credit for them and how it encouraged her to coach women who are facing these same issues.

If you are interested in the mindset shifts required to go from 9-5 employee to entrepreneur...

This episode is all about thought leadership. Lindsay stresses that becoming a thought leader does not require excessive overthinking. If someone possesses extensive knowledge in their subject matter, they will naturally be recognized as a thought leader. The key is to consistently and authentically show up, both as oneself and for one's business.

She also reminds listeners to leverage the visibility trifecta, incorporating elements discussed in episode 4 of this season.

Overall, the episode highlights that thought leadership surpasses the realm of keywords and involves leveraging one's network in both online and offline spaces. By establishing...

This episode focuses on the significance of website visibility and the importance of leveraging the visibility trifecta. Lindsay emphasizes that relying solely on SEO and organic search is insufficient for achieving business success. Instead, the visibility trifecta, which includes social media, SEO, and one's network, is crucial for increasing website visibility.

Lindsay also emphasizes the ongoing effort required to maintain and improve website visibility. Your website is a living representation of a brand that evolves over time. Therefore, consistently utilizing the visibility trifecta is necessary to remain visible and generate leads and sales.

Overall, the...

This episode emphasizes the importance of treating your website as the heartbeat of your business. Lindsay describes the website as a living, breathing organism that evolves alongside your audience and business. It is not something to be set up and forgotten about; rather, it requires continuous nurturing and improvement.

The website is seen as the central hub that brings together all aspects of your brand. It not only showcases your values and client journey but also serves as a platform for engaging with your audience and driving them to take action, such as booking services or making...

Your website should be doing the heavy lifting for your business. When social media was booming, so many people flocked to the ease and quick results it created and they forgot about building the foundations of their business.

One of those foundations is your website. It's taking more touch points than ever to convert your audience to paying customers and if you are not using your website to help you get more touch points, then you are missing a huge opportunity.

In this episode Lindsay dives into why it's not enough just to have a...

Welcome back to More Than a Brand! In this highly anticipated season three, Lindsay reflects on the growth and evolution of the podcast.

Season one was an introduction to podcasting, while season two was a personal journey of overcoming challenges in her career. Now, in season three, the focus is on taking businesses to the next level with expert advice and moving away from the hustle culture.

Listeners are encouraged to embrace becoming thought leaders instead of solely being service providers. Throughout the season, Lindsay will bring on successful entrepreneurs to share their insights and...

This episode emphasizes the importance of having a well-designed website that aligns with one's brand and goals. A well designed site will boost your conversion rates. However, not everyone has the skills or expertise in web design, and that's perfectly okay. You should hire a designer if you are ready to elevate your website.

Even though platforms like WordPress can be user-friendly with the right plugins, if web design is not in someone's zone of genius, it may still be overwhelming and frustrating.

If you feel overwhelmed or dissatisfied with their website should consider hiring...

I asked this question recently and I got a lot of the same answer: It’s not user friendly. I get it - it’s not the easiest to navigate and you do need to keep up on the updates - but, your website isn’t about YOU. The front end of your website needs to be doing the work to bring in people that need you in their organization. The most important user for your website is your visitor.

What do you need your website to do? 

At home, I have to know and manage the schedules for everyone. My oldest daughter is a competitive dancer, my husband coaches little league, and before going anywhere I need to know the state my 2-year-old is in and how long she’ll be able to handle wherever we’re going. In order to keep my household running efficiently, I put some systems in place that save us all a lot of time and energy.

Your website needs some tricks to work at peak efficiency, too. In this episode I’ll give you some tips about:

Disclaimer: I love Canva. I really do. They’ve been adding tons of new exciting features, and I’m here for it. But, if you’re looking to walk into these corporate spaces, you’re going to need a website that’s a lot more powerful than the landing page you can build on Canva.

Listen in for more about why that easy little page isn’t good enough for:

Now, if you just need a quick landing page, do it. When it’...