This Is Personal: J.Crew Debuts An In-Store Styling AppLike the article mentions, this is an extension of the very personal
By Lexi Nisita
February 14, 2013
The thing about J.Crew is...well, it's just great. Wearable basics meet fashion-forward statement pieces? What's not to love! There's just one catch. The catalogues are so immaculately styled, every bit so perfectly placed, that it's easy to wander off into dreamland — and then find yourself in the store wearing a totally hideous combination, wondering where you went wrong.
Well, those days are over. The beloved retail chain, and creative brainchild of Jenna Lyons, has just launched an in-store styling app called Very Personal Stylist. It's an extension of the brand's already well-known Personal Stylist program, but free of charge and available on handy, in-store iPhones at the Columbus Circle (NYC) and Santa Monica (CA) locations, with more to come throughout 2013. Designed by Gin Lane Media, in collaboration with Partners & Spade, the app is a carefully-designed, ultra HD adventure through 12 style stories — six for men, six for women, complete with plenty of tips and tricks along the way.
Get a taste of the new feature in the video above. It's fun, but there is one side effect: We're pretty sure there's a 100% guarantee that you'll stop in at your nearest J.Crew in the next few days.
Public Hotel Now Has a J. Crew Special OfferWhat a lovely offer for customers! J.Crew offers a similar service in NYC (free delivery to hotel). I do not believe it was tied to any hotel in specific. However, I do like the idea of growing this service to other geographic markets. Plus a welcome gift- a nice touch!
By Jared Hatch
September 19, 2012
The most well-dressed hotel, for the past year has been Ian Schrager's Public Chicago. ...The hotel, known for its chic design and hot social scene has partnered with J.Crew on North Michigan to offer guests private style consultations with J.Crew's Very Personal Stylists.
From now until December 31, guests who book the Stay PUBLIC...J.Crew Style Special Offer on Publichotels.com will enjoy a complimentary, one-on-one appointment with one of J.Crew's Very Personal Stylists, a special welcome gift at the appointment, and complimentary courier service back to the hotel or free shipping of any new duds straight home.
A big "thanks!" to Ebliss44, who let us know that J.Crew is running another promotion for shoppers:In a catalog sent to my home in August (not sure how I qualified-- not a cardholder or anything) I received a coupon for 20% off $250 with the Very Peronsal Stylist program (not sure whether or not it includes sale too). I didn't even have to set up an formal appointment to get the discount, I just mentioned to the saleswoman who approached me and she happened to be a stylist rep at the store so she helped me with sizing, etc. The promotion ends September 15!Very exciting news! This is a great excuse to stop by a B&M store to check out new arrivals (and maybe go home with a few items!)
Oh Mickey! I am on board with everything you said (like the product being good, treating customers well, etc.). For the most part I agree they provide excellent service (one of the many reasons I keep coming back to them). I only wished that it was consistently applied across the board at J.Crew.J.Crew CEO Drexler emphasizes hospitality
The Associated Press
August 23, 2012
There's no ivory tower surrounding J.Crew CEO Millard "Mickey" Drexler.
He visits every office, store and distribution center, and makes an effort to meet every new employee, although he's always Mickey, not Mr. Drexler. He'll notice if light bulbs are too dim, or how long the water cooler has been broken. And it's up to him to remember his cousin's birthday, although one of his assistants jots down the note once he says it aloud and she'll gently remind him later.
There have to be some perks to being in charge of a company that has steadily gained style cred since Drexler took over in 2003. It's also expanded from its signature prepster khakis and T-shirts that launched 30 years ago as a catalog-only business to a high-design collection of casual and dressy clothes in bold colors and prints in 287 free-standing stores, including its Madewell label, and is available in 103 countries online.
Michelle Obama famously told comedian Jay Leno on his talk show during the 2008 presidential campaign that she would order J.Crew clothes online late at night.
J.Crew lands in China this fall with its first retail presence outside North America in Lane Crawford department stores.
The company even previews at the upcoming New York Fashion Week, sandwiched on the schedule between Tory Burch, Badgley Mischka and Vera Wang.
Under Drexler's leadership, J.Crew has carved out a place in the fashion hierarchy that's just between trendsetter and accessible, and he seems to like living in that space.
His name means something, and he can get a reservation at any restaurant he wants, but, he says, he'll judge that hot, hip eatery by how they treat people on his staff when they call for their own table. "I used to be not me, 'Mickey Drexler.' I was me, just regular Mickey Drexler, the rest of my life, and I remember that," he says.
It takes a little effort to keep up with Drexler, 68, who previously served as CEO of Gap Inc. and is a director at Apple. He jumps from topic to topic as if he's playing pingpong but never seems to take his eye off the ball.
He gives more than a cursory glance to an email blast about the brand's new ironless shirts for men. The pitch is good, although he personally isn't completely sold on the ironless shirt — he is, after all, in a slightly rumpled pinstripe button-down that is part of his daily uniform with dark-wash jeans and a navy single-breasted, double-vent Ludlow blazer — but, he rationalizes, it's what some customers want. And what customers want, he tries to deliver.
He's been known to personally respond to a letter from a shopper who has a problem or a suggestion. "People think it's special if we respond, but it shouldn't be that way. For us, it all starts at the store and with our customers."
It nags at him that a sales associate reported moms have complained about the scratchiness of some embellished shirts in the company's children's line.
Drexler seems to be honest and candid with his employees, sometimes resulting in criticism but more often he'll give a happy shout-out.
During a recent tour of a J.Crew store in the Union Square neighborhood of Manhattan, not far from company headquarters, the staff isn't surprised to see him. They tell him the new bridal salon in that location is doing well, better than J.Crew bridal was doing as a stand-alone shop on Madison Avenue.
When it comes to light that the Goldsign Jenny-style skinny jeans (with a $288 price tag) are popular with shoppers, he calls the office to congratulate the denim team. "Put me on the loudspeaker," Drexler says.
He makes regular announcements at headquarters, sort of like the principal of a school. "When you say something and a thousand people are hearing it, you hope you leave an impression. I'm also sort of advertising."
He adds, "I don't know who listens and hears me, but someone is." In reality, all the people within striking distance seem to have at least one ear trained on what Drexler is saying. In the open-space office, people respond to his questions without him even really asking.
They also keep him moving on schedule, nudging him to this meeting or that. Drexler often takes the long route there, just to pass by others' work spaces to check in on what they're working on or the daily buzz.
Having breakfast with investment bankers — like he did on this day — isn't his usual routine, but maintaining relationships with the business community is part of his job. Later, he was breaking bread with the company's 27 corporate interns.
"I gave them all an assignment yesterday. I said, 'If they had the power to make the department they're working in better, what would they do?'" Drexler says. "And I want individual answers, not a 'group.' I want people who are looking to do things better. ... I'm an agent of change all day long, and I want to meet other people like that."
This talk about interns leads Drexler back to his management training days at Bloomingdale's. He was in the program with the son of the CEO of Macy's. Meanwhile, Drexler and his new wife — to whom he's now been married 42 years — had just bought a couch from Macy's that left them cold.
"Too big, too expensive, all wrong," Drexler describes. They tried to return it, or even exchange it, but they didn't get anywhere until Drexler tapped his relationship with the CEO's son.
Not long after that, the couch was gone, but they still had to pay a return charge, and Drexler says he still thinks about it. "Service drives a lot of my decisions," he says.
This month J.Crew relaunched its personal shopping program, renaming it Very Personal Stylist. It will be available at all stores with an emphasis on accommodation, whether that's body type, budget or time.
"I didn't like the name 'personal shopper.' That makes it sound like too much of a commodity and not personal enough," Drexler says.
He also hopes the new approach takes the sting out of asking for help. Right now, not enough people seek the expert fashion guidance they can get for free, Drexler says. Maybe it's because they think they'll be in for the hard sell or they'll end up with a look that's not really who they are, he muses, but everyone can use a second opinion and a little friendly advice.
Drexler asks a new sales associate — someone who's been on the job in the men's department for just two days — what style of jeans he should wear. "Vintage straight," the employee answers without hesitation.
Yes, he's in the fashion industry, but he's not a fashion guy. He relates more to the hospitality business, Drexler explains, which is why he uses a lot of food metaphors and compares J.Crew to a fine restaurant or hotel more than he does other retailers.
"The No. 1 thing is the product. The goods have to be good, but I care about how you feel about it," he says, noting that he doesn't believe any advertising — not the company's new ad strategy that broke in September fashion magazines or its 40 million catalogs a year — can compare with word of mouth.
"Treat others as you want to be treated," Drexler says. "Isn't that in the Bible or something?
"Thanks!" to Mary, Sarah, as well as Misty Lynn (in this post) & Angela (in this post) who let us know that J.Crew is reaching out to several customers with a "we miss you" or "your such a great customer" note and a $25/$50 gift card via snail mail.
It seems like J.Crew is targeting those in the extreme ends of the client spectrum- either excellent customers or customers who have not been frequenting the retailer in recent months. It is actually a sweet (& smart) move to offer a generous gift card while promoting their personal shopper services. Well played!
J.Crew's Personal Shopper service has been discussed a few times on this blog (refer here). For those new to the blog or J.Crew, the service essentially helps customers select pieces for their wardrobe. They will also work with customers after (or before) store hours, and help track down hard-to-find items. To sign-up, click here.Several months ago, I decided to try out J Crew’s personal shoppers (PS). Overall my experience has been fabulous, and my PS has saved me a bunch of money so I highly recommend the service.What a great story! It would also be great to hear from you on your thoughts of a personal shopper. Especially in terms of expectations (e.g. what a personal shopper is able to do versus the reality of what they can do).
Here’s what I found:
Timing:
As I like to place orders very early in the morning, I called the J Crew customer service line and asked that I be assigned a PS that started early – I was told there are fewer of these people than those that start late, but the next day I got a call from a woman who starts at 8am. I have placed almost all of my orders through her ever since, most before 9am which means I sometimes get new to sale items before they “ghost out”.
Tastes:
My PS and I don’t have the same tastes, as she likes louder/brighter things than I do. For this reason I listen, but do not generally rely on her sense of style – although after the multiple orders I placed in the last couple of months, I notice she is becoming accustomed to my tastes so I am giving her opinions more weight.
Overall:
My PS and I are building a wonderful relationship and I highly recommend the service, except of course it may cost you more in the long run as I am more inclined to purchase the odd thing.
"Thanks!" to many of you, including Marietta & Rosa, who shared the following email J.Crew sent this morning. The email reminds us about J.Crew's Personal Shopper (PS) service (click here to sign up).
"Thanks!" to many of you, including Marietta, who shared the following email J.Crew sent this morning. The email reminds us about J.Crew's Personal Shopper (PS) service (click here to sign up). The email states:People often ask how we put it all together. Our secret? We have a stylist. Now, you do too. Introducing your J.Crew personal shopper.With no hesitation, I think the styles on the mannequins at the store and the models in the catalog are f-a-b-u-l-o-u-s to look at! I tend to want to buy everything in the outfit– because they make it all look so wonderful together. Um, but let's get this straight J.Crew... despite my love for how you style (and there is much love here), there is no way I am going to pull-off wearing 4 layers of tops (that are belted at the high waist), 5 pieces of jewelry & accessories, rolled up pair of distressed boyfriend jeans (with pre-made holes), some (neon!) pink trouser socks, with a pair of (super) high heels. ;)
"Thanks!" to many of you, including HeidiG & Marietta, who shared the following email J.Crew sent this morning.
"Thanks!" to many of you, including Marietta, who let us know about J.Crew's latest email.
"Thanks!" to many of you, including Marietta, who let us know about J.Crew's most recent promotion.
"Thanks!" to an anonymous member of the blog who shared with us that the November/Holiday roll out should be available at most stores now! :)
A big "thanks!" to Janice who let us know that J.Crew is having another personal shopper offer. If you schedule an appointment with a J.Crew personal shopper by Monday, October 13, 2008, you can receive 20% off all the (regular priced) items you purchase in addition to receiving style advice. There is a $175 merchandise minimum in order to take advantage of the 20% off. (The minimum threshold has increased from the last personal shoppers offer, which had a $100 minimum.)
A big "thanks!" goes to Hilarie D. & Marison & others who were kind enough to share with us that J.Crew is offering a new promotion. If you schedule an appointment with a J.Crew personal shopper by Friday, August 29, 2008, you can receive 20% off all the (regular priced) items you purchase in addition to receiving style advice. There is a $100 merchandise minimum in order to take advantage of the 20% off. Also, this offer is honored in-stores only (excluding phone and web site orders).
Many of us J.Crew Aficionadas (including myself) have wondered what a Personal Shopper (aka Client Specialist) from J.Crew offers its clients. Fortunately for us, Blumre was kind enough to share her experience with her J.Crew Personal Shopper. The following italicized text is a direct quote of her comment:
