Wilburrrrrrrrito

I have an obsession, an addiction, a constant craving like no other. There's no helping me, there's no way out. I am having a love affair with the Wilbur Mexicana Cali Burrito. 

Adios!

Job Love | Ten Thousand Villages

I feel strongly about the responsibility brands and companies have to spread goodwill and do their best to make the world a better place. In the case of a company that is built solely on the idea of improving the lives of others, pure magic can result.

Enter Ten Thousand Villages. A store that has been a mainstay in my life since childhood. Tiny Guatemalan worry dolls, embroidered keepsake boxes from India, incredibly detailed nativity sets carved out of Soapstone are all trinkets I remember admiring in the Stratford Ten Thousand Villages from a wee age. This company sells beautiful and ethical merchandise (including this stunning salt crystal cheese board - which is, heart-breakingly, an American-only piece)

All of this makes me extremely proud of Jackman Reinvents for partnering with Ten Thousand Villages on a pro bono project to redesign the store's look and feel. The new brand identity was featured on Marketing Mag, which reported "First week sales at the Bloor store were up 34% compared to the same period last year." (!!!!) Check out the before and after shots below.

Feeling extra love for my company today!

Today in Photos

Boss Babes & Books

Last night found me at the Toronto Club Monaco flagship store on Bloor Street, nervous out my mind, heart racing, palms sweating (though, to be fair, it was quite warm in there!), anxiously waiting my turn to bow down to the epic Garance Dore!

I’ve followed her for all of my blog-devouring days, I would put the start of those days back at 2008 –when half the blogs I followed used her photos with nary a credit (it was 2008, the blogosphere was basically the Wild West). I’ve enjoyed every moment of her blog’s evolution, and I would argue it’s at its most compelling state currently. Garance’s affable, self-deprecating narrative style shines, but so does her colleagues’. Every topic from quality of sleep, weekend escapes, and patent leather booties is covered swiftly and comprehensively and I love the long editorials and interviews – though I do wish the career story interviews were shared more frequently!

As you can imagine, years of reading Garance’s stories and obsessing over her photography and style, has turned her into a huge icon for me. I had no idea what to expect when I went to her Toronto book signing event. By the time I reached her she would be two hours into her 107^th book signing event (I exaggerate, slightly) and was sure to be exhausted, possibly even suffering from carpal tunnel. I decided it would be too rude to request a selfie with her (be still, my heart!) and was mentally prepared for a quick smile (with or without eye contact) and a signature to take home with me – which still had me quaking in my boots.

Instead, I was bowled over by the efficiency and strategic planning demonstrated by Garance’s team and Club Monaco: open bar with Cointreau, sticky notes with your name written on it to ensure proper spelling (gah! Can you imagine a worse fate??), a long but well organized line of fashionable women snaking through the retailer’s collection of Garance endorsed product. AND, to top it all off, a designated photo-taker who was snapping pics of each signee with Garance, using the signee’s phone – GENIUS! Selfie conundrum solved!

Two whole minutes with Garance is the equivalent of a year in heaven (umm, haven’t you seen Interstellar?? You know how these things work….). She was super smiley, kind, has this glow about her, and joked about the rainy awful weather in Toronto that day, everything about her was CHIC! And of course I don’t have to tell you she was the nicest person EVER!!

But I DO need to tell you about the other women in line. Suffering the pelting rain, spending two hours standing in heels, de-layering in the stuffy, humid heat can only be fun for so long. What made my night stellar was chatting with and getting to know the women in line with me. After a friend bailed, I had resigned myself to wasting time with candy crushing. Lucky for me (in what would become the start of a series of surprises that evening – free drinks! Photos with Garance!! Correctly spelled name!!!) I was given an opportunity to meet some fabulous boss babes, including a digital designer and a marketer for a fashion start up. After two hours of shared laugher (and anxiety-induced turmoil) we had basically become besties for life (If you’re reading this, new acquaintances who I barely know, I promise I’m not trying to scare you off!!!!). All in all, a seriously successful night in my books.

Happy Wednesday!

A Unique Perspective on Customer Experience

I am always so ceaselessly curious about how others live their life. In no time at all I am hooked to the point of obsession on any and all interviews, whether the focus is on a celebrity, professional, politician, or just a random, ordinary person (of which I think more interviews should be focused on!). Learning how people organize, lead and experience their life is insightful.

Recently I read Fast Company’s feature on Ron Johnson, former CEO of JC Penney, and current CEO of the Startup ‘Enjoy’. I had never heard of Enjoy so, already, this interview had me intrigued. Coming from a professional career that saw its (arguably) biggest success at Apple, Johnson has modeled ‘Enjoy’ after the Genius Bar. I encourage you to read the full article if you’re curious about the premise of this startup.

I will say this, I applaud the way Enjoy values their employees. In a world where the share/freelance economy increasingly reigns, it’s refreshing to see a company that treats their employees like individual contractors, but pays them a salary, offers stock options and covers health benefits.

My favourite part of the article was not focused on Enjoy, but instead the personal ethos of Johnson when it comes to customer experience:

"Most love is not emotional love. It’s rooted in compassion or help. Look at the Genius Bar. You’re just helping people. And so that’s what my governor is: How do you create an environment where you feel this love? Because love is contagious."

Though Johnson’s interpretation comes from a biblical source, I would argue this perspective works really well in a completely secular way. Empathy is so key when engaging with customers of any kind. The age old adage of “treat others the way you would want to be treated” is powerful in retail and should not be overlooked in training, staffing and employment decisions. 

Millennial Cleaning Closet

Being a researcher can be strange.

With access to millions of data points, and a plethora of constant questions, my curiosity is a perfect fit. However, as I delve into numbers, samples, and trends, I'm increasingly seeing my behavior in the numbers, and identifying with the results more and more.

Case in point: Millennials. Cool group, huh? Their spending power, customer experience expectations and engagement with brands is off the charts. They are 'digital natives', 'frugal' and 'value experiences over things', and so on and so on. I don't know about you, but I am ripe with anticipation for the next generational obsession to take hold.

But, as I was recently digging into this sensational cohort, I found some interesting stats around the share and resale economy, and 20-something year old's participation in these sectors. For example, 44% of Millennials consider the resale value of large purchases. And since learning about this topic, I've noticed my behavior upholding the notions of frugality, reselling, only buying what I need, and so on.

Was I always like this, or have I become conditioned to behave a certain way based on what I'm reading about my generation? Could it be that my insane appetite for closet cleaning is really just getting the best of me? Maybe I read these stats in a time of my life where I'm already on the route to de-cluttering and reselling?

On that note - Happy Sunday!

Fall Life

Summer, my most favourite season, is drawing to a close. The truth is in the drastic temperature drop that saw me at the beach getting sunburned and dehydrated one day, only to be bundled up in jacket and pants 36 hours later - what is this - Calgary?!

Luckily, the heat has hit back, and the past few days have been a lesson in gratitude. Isn't it wonderful to get one last chance with something you love? Imagine if this was a life thing: an end where you die and then, once you see the gravity of 'hey, no more life', you get one last chance to hit up all the things you missed most on the other side. That is what the last few days have been to me. Oh, and an amazing Songza playlist I discovered simply titled 'Morning Indie Boogie'.

So, to summarize, life is great, tunes are blasting, I'm boogie-ing away in my office chair, and absolutely loving this last chance at summer we've been given. And fall? Well, fall will feel that much sweeter once it arrives, and once we are all confident that we took advantage of every last drop of summer properly.

And, though I'm incredibly infatuated with summer as a season, there is something so fresh, so inspiring and motivating about fall #amiright?! I'm not exactly a PSL-er but even I can recognize the charm of cozy layers and a 'back to school' mentality that pushes you to be the person you've always hoped to be...

....Or at least someone you wouldn't regret being once this beautiful life is behind us :)