Our Work

Let's change the status quo one campaign at a time

Everlane

Retains Life - Long Customer Loyalty

By Aligning the customer Service Team with Brand Mission

Everlane produced a coat that was made from 80 recycled water bottles in 2019, it was a beautiful coat, but the coat would lose its filling after a few wears. Customers were furious, confused, and some were even left without a winter coat. We were hired to develop a crisis communication plan and uphold the brand’s reputation and win back customer’s loyalty.

Rather than recalling the coat, we decided to work on each customer complaint on a case-by-case basis to improve customer retention rates by revising the customer service team’s messaging and communication approach. It was a learning experience for all of Everlane and we managed to improve customer retention rates by 45%.

We positioned the brand as a newbie to the sustainable fashion frontier—one that would have unforeseen challenges and manufacturing kinks. Remaining transparent with customers at all times about the issue and establishing expectations that we would work on improving the durability of the coat for the next manufacturing process, gave customers a sense of relief. Confronting this issue head-on while providing alternative winter coats or offering to replace the damaged coat helped us rebuild good faith in the promise we had made to our customers to deliver modern essentials with radical transparency in pricing and manufacturing.

We Are All Human

GIVING ACCESS TO COMMUNITIES OUTSIDE THE BOARDROOM WITH SOCIAL VIRALITY

Virality Gives Access to communities outside the boardroom

We Are All Human gathered over 50 of the leading Latino/Hispanic Leaders across the United States to vote and establish unified priorities during the Hispanic Leadership Summit 2018. Because there was limited capacity in the General Assembly of the U.N. building, we devised a strategy to allow the general public the opportunity to participate. Including members outside of the traditional boardroom table enriched the conversation because broader perspectives and opinions were represented by online participants.

Leveraging the power of social media including What’s App, a live Twitter feed, FaceBook chatroom, and Instagram Stories, we collaborated across a team of 5 to draft social media copy, stage photo-ops of speakers and participants, produce cinematic-quality photography and video assets, edited imagery, and proof social copy before sharing across social channels, and engaging directly with live audiences in real-time to give people the experience of being present in the room.

We received an overwhelming amount of engagement and participation from audiences around the world who supported the need to create a more inclusive and equitable society, especially across the Latino/Hispanic community.

AMResorts

GOOD REASONS TO MAKE THE HEADLINE NEWS

As a support system to the internal communications team, we have elevated AMResort’s—the collection of luxury hotel resorts—as the leader in conversations around eco-conscious elegant accommodations, renowned spas, and gourmet dining experiences in sun-soaked destinations. Beyond our proactive strategy, we’ve also reacted to news moments to secure this position. For example, when AMResorts was ready to announce the opening of their latest property in Mazatlan, we outlined the environmentally-conscious choices the brand is making including nature conservation turtle sanctuary, using locally sourced and reclaimed materials as well as providing a space for people to disconnect and rekindle their love for the environment through their open-air design components.

We penned an open letter for trade media outlets to recognize the strides AMResorts has made in becoming an exemplary model for hoteliers everywhere working on sustainability goals. Our ongoing media relations efforts and timely communication garnered media coverage in TravelAge West, InsiderTravel Report, WheelsUp Network, Mexican News Daily, Perspective Magazine, The Points Guy, Travel Weekly, Travel Pulse and many others. We secured over 1.5 million impressions and increased referral traffic to the hotel’s landing page by 75%.

Fenty Beauty

Be your Own Pop of COlor

Fenty Beauty by Rihanna was set to launch the Morrocan Spice color pallet on July 6, 2018. We encouraged Rihanna to self-promote the sultry shades of the Sahara Dessert wearing metallic blue hues, saffron yellows, and jewel tones months before the launch at red carpet events and her music videos to build anticipation for the collection.

To celebrate the launch, Fenty Beauty challenged us with the task of creating a thematically appropriate and personalized experience for VIP customers and the general public to sample and purchase the new collection. We engineered pop-up tents to create a Bazar-like experience at Penn Station filled with samples of the new collection. We teased and tempted guests with dried dates, sparkling wine, and rose-wood incense in our VIP tent while they waited for their scheduled makeup session. Each guest had the opportunity to have their makeup curated to match their skin tone and applied by a professionally trained Fenty Beauty makeup artist.

The launch party was a huge success as we secured 98% attendance of our VIP invitees and increased foot traffic, maximizing sales volumes by 200% with our buzz-worthy set design and event management coordination.

Sustainable Brands

Media Spokesperson Training

Sustainable Brands created the New Metrics conference to help brands quantify the previously-ignored risks, costs and revenue potential associated with sustainability impacts.

At this year's New Metrics conference I assisted with the interview and recordings of the main stage speakers; Tensie Whelan, Director, NYU Stern Business School; Arthur WoodsCo-Founder, Imperative; Amy Binder, Co-Founder & CEO, RF Binder; Nick Gogerty, Co-Founder, Solar-Coin; Freya Williams, CEO Futerra;  James Dymond, Investor Relations, SAP; Cora Olsen, Global Lead, Novo Nordisk; Lisa Boyd, Sr. Manager, Lyft; Max Messervy, Sr. Associate, Mercer; and Joey Bergstein, CEO Seventh Generations.

I also had the opportunity to provide live social media coverage of the three day conference on @Sustainablebrands Instagram.

Each of the interviewees was prompted with questions before their arrival via email. At the conference we had speakers respond to questions on camera highlighting their key points before they went onstage. It was a tried and tested approach to guarantee SB would have usable video footage of the speakers and clear soundbites.

In between interviews, I captured snippets of each round table discussion and main stage presentation. For each speaker, I collected an image, key speaking point, and their call to action for business or society at large. Those images and text were then assembled into a post for SB’s Instagram account and stories.

SB’s account grew +150 followers over the course of three days and posts accrued on averaged +500 views.