All About Flavor Gloria Jean's Coffees' Growth Transformation

All About Flavor

Gloria Jean's

Coffees' Growth

Transformation

The Coffee Ritual Morning Routines and Coffee's Role in Daily Life

Perpetual Freshness The Environmental Impact of Coffee Production and Sustainability Efforts

Talking all things Flavor, Growth & People with Krystal Taylor

Thetheart perfect of creatingcup of co ee, from espresso to latte is an art that blends science

and creativity

I

n the world of coffee, where each sip offers a unique journey of flavor and aroma, few brands have left an indelible mark on the industry, like Gloria Jean's Coffees. This American-Australian retail coffeehouse brand, headquartered in Castle Hill, Sydney, has long been celebrated for its dedication to delivering exceptional coffee experiences to customers worldwide. And now, we are thrilled to share with you the remarkable growth transformation of Gloria Jean's Coffees in the latest edition of Insights Success.

From its humble beginnings in 1979 as a small coffee and gift store in Chicago, Gloria Jean's Coffees has come a long way. With its unwavering commitment to quality and innovation, the brand has expanded its footprint globally, offering coffee enthusiasts a diverse and enticing range of flavors and brewing methods. Through this growth transformation, Gloria Jean's Coffees has not only become a household name but has also set a new benchmark for coffeehouse excellence.

In this special feature, we delve deep into the brand's journey, exploring the roots of its success and how it has managed to maintain its reputation for delivering premium coffee products. We'll take you through the tantalizing menu options that have made Gloria Jean's Coffees a go-to destination for coffee lovers, as well as the behind-thescenes insights into their sustainable practices and commitment to the communities they serve.

Additionally, we'll introduce you to the innovative minds behind the brand's evolution and hear from the leadership team at Gloria Jean's Coffees on their vision for the future.

Their dedication to maintaining the highest quality in every cup and their willingness to adapt and embrace change are what sets this brand apart in a rapidly evolving industry.

As coffee continues to be an integral part of our daily lives, Gloria Jean's Coffees remains dedicated to providing us with a captivating array of flavors and an unmatched coffeehouse experience. In this feature, we celebrate not only their rich history but also their exciting future as they continue to grow, transform, and inspire a new generation of coffee enthusiasts.

Join us on this flavorful journey through Gloria Jean's Coffees' growth transformation. We hope you enjoy this insightful exploration of a brand that has become synonymous with quality, innovation, and the art of brewing the perfect cup of coffee.

n o s p m o h T y r Hen

08 Talking all things Flavor, Growth & People with Krystal Taylor

Articles The Coffee Ritual

Morning Routines and Coffee's Role in Daily Life

16 20 Perpetual Freshness The Environmental Impact of Coffee Production and Sustainability Efforts

Editor-in-Chief Merry D'Souza Deputy Editor Henry Thomson

Executive Editor Jenny Fernandes

Assistant Editor Lusy Jameson

Visualizer

Art & Design Director

Associate Designer

David King

Rosy Scott

Angela Ruskin

Senior Sales Managers

Business Development Manager

Bruno Alves, Damian Mathew

Jon Cooper

Marketing Manager

Sales Executives

John Matthew

David

Technical Head

Business Development Executives

Jacob Smile

Steve, Tom

Technical Specialist Richard Smith

Digital Marketing Manager Dominique T.

SME-SMO Executive Steve Rodrigues

Research Analyst Frank Adams

Circulation Manager Robert Brown

Database Management Stella Andrew

Technology Consultant David Stokes

sales@insightssuccess.com October, 2023

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Talking all things Flavor, Growth & People with Krystal Taylor

Retail Food Group USA, Inc., known under the trade name Gloria Jean's Coffees, has recently undergone a comprehensive refinement of its global brand iden ty and market presence."

Krystal Taylor President of the USA Division for Gloria Jean's Coffees Retail Food Group

All About Flavor Gloria Jean's Coffees' Growth Transformation

R

etail Food Group (RFG) is a prominent global food and beverage company based in Queensland, Australia. With its headquarters in Queensland, RFG is the largest multi-brand retail food and beverage franchise owner in Australia, boasting a strong presence in the coffee roasting and supply sector. RFG's extensive global network comprises approximately 1,300 trading outlets, making it a significant player in the food and beverage industry worldwide.

Within Australia, RFG manages and operates an impressive portfolio of 10 distinct brands, catering to a wide range of culinary preferences. These brands collectively handle more than 40 million customer transactions annually. It has nearly 700 outlets that are effectively serviced by a dedicated community of franchise partners and approximately 6,800 company employees, ensuring efficient and high-quality service.

"We understand the retail dynamics of our brands and are focused on providing Franchise Partners a clear picture of success supported by the systems, processes and tools necessary to maximize their businesses. We are excited to now focus on unlocking growth opportunities." -Matthew Marshall, CEO. Peter George, the Executive Chairman of the Board at RFG, emphasizes the company's commitment to its franchisees and the support of a capable management team. This approach positions them to realize their growth ambitions for FY24 and beyond. He also mentions the establishment of the first of three new Gloria Jean's drive-thru outlets in Texas, USA, which has prompted a closer examination of the American market.

RFG is the direct franchisor for the USA and this scrutiny has led to the initiation of a strategic initiative aimed at expanding the network in the USA. Their goal is to establish more than 100 outlets within a two to three-year timeframe and the implementation steps for this strategy are currently in progress.

About Gloria Jean's Coffees Gloria Jean's Coffees journey began with a curiosity about how people worldwide enjoy coffee. This exploration involved experimenting with various coffee beans, roasting methods and innovative flavor infusions. However, it was not just the flavor of the coffee that guided the brand—it was the essence and character brought to the business by Gloria herself.

Inspired by Gloria's vision, the brand has opened its doors to the world and offered a diverse range of delicious coffees, Chillers, refreshing over-ice beverages, and wellpaired food options. The concept of "flavor" extends beyond taste; it embodies character, personality and individuality. Gloria Jean's understands that by celebrating diverse flavors, it creates something more significant than just coffee.

Gloria Jean Kvetko's philosophy, that the "right way to enjoy coffee is your way," is the brand's guiding principle.

The brand takes immense pride in providing exceptional customer service and personalized experiences during each visit, fostering moments where every guest can truly be themselves.

The Inception Story Gloria Jean's Coffees, a brand known for its dedication to crafting exquisite coffee experiences, has a rich history dating back to its founding in 1979 by Gloria Jean Kvetko, a visionary entrepreneur from Chicago. Under her leadership, the brand rapidly gained recognition and expanded its presence across the United States. Gloria Jean's innovative approach brought a delightful array of flavors to the world of coffee, setting the stage for a legacy that now spans fourty-four years.

The right way to enjoy coffee is your way! - Gloria Jean Kvetko

For all the images included in the PDF Picture Courtesy - Emily Davis

With over four decades of expertise, Gloria Jean's Coffees has meticulously handcrafted indulgent beverages and perfected the art of flavoring coffee beans. Today, the brand operates in more than 600 stores, reaching coffee enthusiasts in 32 countries worldwide. It's important to note that Gloria Jean's Coffees is not a newcomer vying for a place in the market; rather, it boasts the longevity and credibility that come from being a venerable purveyor of gourmet coffee in the industry.

In 2014, Gloria Jean's Coffees became part of Retail Food Group (RFG), a move that significantly bolstered the brand's growth prospects and global recognition. At RFG, every brand within the network benefits from an extensive reservoir of industry knowledge, with each brand boasting at least a decade's worth of experience. Leveraging this collective knowledge and experience is a fundamental aspect of RFG's identity. The organization continually reinvests in its brands and its people, creating an environment where franchisees have a voice and are a top priority.

One of RFG's guiding principles is "franchisee first," a commitment that is demonstrated by actions like the recent appointment of Michael (Mick) Bulley, a long-standing multi-site operator, to the parent company's board as a NonExecutive Director. This appointment underscores RFG's dedication to supporting its franchisees and driving the expansion of brands like Gloria Jean's Coffees in the USA. Leading Growth Krystal Taylor, as the President of the USA Division for Gloria Jean's, brings with her a decade of experience in the food and beverage franchising industry. Her journey began as a team member in a franchised store and she has since acquired a strong background in finance, including a master's degree in accounting.

Krystal emphasizes that regardless of the industry or gender, all young and aspiring leaders should have a clear understanding of their values and vision for their future careers.

Gloria Jean's Coffees in the United States. She is a vital member of the company's Executive Leadership Team and reports directly to the Executive Chairman of the Board.

Krystal's diverse experience and financial acumen position her to lead the brand into a new phase of business growth.

Staying Ahead of Industry Trends During her tenure at RFG, Krystal has been a witness to the company's remarkable evolution across various dimensions.

The commitment to excellence has driven improvements in multiple facets, ranging from internal governance practices that uphold the highest standards to the adoption of innovative processes and systems.

In the past two years, Krystal has played a pivotal role in RFG Ltd.'s major turnaround program. She held various positions within the company, including Commercial Manager for Company Stores, where she led a significant restructuring effort. Following that, she became the Group Strategy Manager, responsible for managing mergers and acquisitions, as well as exploring organic growth opportunities.

One of the most significant transformations Krystal has observed is the paradigm shift in the field of franchising.

RFG has transitioned from traditional brick-and-mortar establishments to providing each customer with a tailored and immersive digital experience. This evolution is powered by cutting-edge technology, which includes the deployment of online brand platforms, the integration of a sophisticated point-of-sale system and the introduction of a loyalty application, among other innovations.

In her capacity as President of Retail Food Group's U.S. operations (Gloria Jean's USA Inc.), Krystal is entrusted with overseeing and implementing the growth strategy for

The RFG brands share a common aspiration—to offer customers a distinctive and up-to-date experience by staying attuned to industry trends and fostering a culture of

ongoing innovation. Every pivotal aspect of the business has undergone substantial changes driven by the integration of new technologies. These technological enhancements serve to streamline operations and enhance the overall return on investment for all stakeholders involved. Krystal's insights highlight RFG's unwavering commitment to progress and its dedication to delivering exceptional experiences to its customers.

with deep roots in Chicago. With a legacy spanning fortyfour years, Gloria Jean's Coffees remains dedicated to delivering premium roasted coffee.

Collaboration with essential service providers will be instrumental in delivering a tailored approach to design, construction and back-of-house support for all franchise partners. This approach ensures that partners receive the necessary resources and assistance to drive success.

Expanding the Legacy Retail Food Group USA, Inc., known under the trade name Gloria Jean's Coffees, has recently undergone a comprehensive refinement of its global brand identity and market presence. Within the United States, the brand has devised a robust strategy aimed at expanding its footprint, particularly in strategically identified regions that align with its brand.

To achieve this expansion, Gloria Jean's Coffees will continue its efforts to cultivate and strengthen partnerships with multiple site operators. Additionally, the brand is actively seeking new entrepreneurial partners—individuals who aspire to own and manage their businesses while becoming part of a revitalized, globally recognized brand

A cornerstone of the brand's enduring success has been its unwavering commitment to training and operational support. Gloria Jean's Coffees boasts a team of seasoned experts equipped with the precise skills required to offer a personalized, streamlined support system for its network.

These industry leaders have demonstrated their dedication to the brand over many years, further solidifying Gloria Jean's Coffees' position as a leader in the field.

Leading with Passion and Purpose Krystal emphasizes that regardless of the industry or gender, all young and aspiring leaders should have a clear understanding of their values and vision for their future careers. This clarity enables them to identify suitable opportunities for personal and professional growth. In the

journey of one's career, it's essential not only to seize as many growth opportunities as possible but also to set specific goals and recognize the milestones achieved along the way.

Her advice extends to aspiring leaders aiming to become the kind of leader they wished for when they were in more junior positions. This involves incorporating the qualities and characteristics they admire into their leadership style.

Modern leadership is about setting up teams for success through careful recruitment, thorough training and empowerment.

The era of autocratic leadership by an all-knowing individual is over, especially in dynamic industries like hospitality, which frequently undergo change. In Krystal's role, which involves driving change across the business, empowering the team to take on leadership roles and embrace change is a crucial aspect of leadership.

To end, Krystal strongly recommends finding a mentor who not only provides opportunities but also challenges one to view the business from a different perspective. Mentors offer valuable avenues for skill development, insights into overcoming challenges, access to growth resources, lessons drawn from their own career journeys and the support of a reliable network.

Commitment to Employee Training Krystal highlights that Gloria Jean's Coffees places a strong emphasis on training and provides a comprehensive range of face-to-face and online platforms to support its employees in achieving growth and success. With a global presence, the brand recognizes the importance of utilizing different technologies in various regions to stay at the forefront of ongoing innovation, considering the rapid pace of technological changes.

The brand offers specific training modules tailored to address challenges relevant to the workplace in the coffee industry. An example of this innovation is the upcoming launch of a CI (Continuous Improvement) app, designed to provide real-time answers to questions for the field team and network. This technology aims to instill confidence in the field by providing instant access to information, reducing the time required to obtain information and enhancing overall efficiency while upskilling the workforce.

Beyond technology, Gloria Jean's ensures that its employees have access to development plans and resources that empower them to advance in their careers. One of the

brand's core values is a focus on its people, presenting new opportunities to expand skill sets and foster new interests and relationships within the organization. Recognizing the importance of employee well-being and mental health in all industries, Gloria Jean's Coffees believes that these opportunities will contribute to a more flexible approach to longevity and retention within the brand.

Innovation for Coffee Excellence As a division, Gloria Jean's has recently undertaken the implementation of new platforms aimed at enhancing the overall experience for both customers and franchise partners. These initiatives include the introduction of digital menus, online ordering, in-app ordering, and the integration of tills and third-party arrangements. These efforts are geared towards providing faster, turnkey experiences for customers and generating additional sources of revenue.

The company places a strong emphasis on regularly reviewing the effectiveness of data results to ensure that data-driven decisions, both current and future, maintain the highest quality.

Gloria Jean's is committed to cultivating a culture within its workforce that fosters an understanding of the reasons behind the ongoing changes within the business and the pursuit of growth. The organization is focused on achieving success while embracing technological advancements to improve overall business operations.

The overarching objectives include enhancing organizational operations and practices, fostering unity within the broader RFG business by eliminating siloed work environments and successfully expanding the network to encompass over 150 stores.

The strategic vision of Gloria Jean's Coffees is centered on bringing flavor to the world of coffee while staying true to the brand's personality. The commitment is to be unapologetically original and accessible to both loyal and new customers, with the goal of helping people discover their unique flavor every day through a diverse menu, a dedicated team, and ongoing innovation. This is achieved through a strong focus on customer-centricity, service, loyalty, and choice.

The Coffee Ritual

T

he first rays of dawn break through the curtains, and you groggily reach the kitchen. The comforting aroma of freshly brewed coffee fills the air, heralding the start of your day. For many people, this cherished morning ritual not only jumpstarts their day but also plays a significant role in their daily lives.

In this article, we'll delve deeper into the importance of morning routines and the pivotal role that coffee plays in shaping our mornings, setting the tone for the day ahead, and providing a comforting sense of routine and ritual.

The Significance of Morning Routines Morning routines are the foundation upon which our day is built. They help us transition from the peaceful realm of sleep to the hustle and bustle of daily life. These routines can vary widely from person to person, but they often include activities like stretching, meditation, exercise, showering, and of course, savouring a cup of coffee.

The first moments of the morning are crucial in setting the tone for the rest of the day. A well-planned morning routine can promote positivity, mindfulness, and a sense of accomplishment. Engaging in a routine can also help reduce stress and anxiety, as it offers a structured start to the day.

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The Role of Coffee in Morning Routines

A Personalized Touch

Coffee has long been a staple in morning routines around the world. The simple act of brewing and enjoying a cup of coffee can be a meditative and soothing experience. Let's delve into the multifaceted roles coffee plays in our daily lives.

One of the wonderful aspects of including coffee in your morning routine is that it's highly customizable. You can choose your favorite beans, brewing method, and add-ins, allowing you to create a personalized experience that suits your taste and preferences.

A Wake-Up Call

Morning routines are an essential part of our daily lives, providing structure and setting the tone for the day ahead.

Coffee, with its unique blend of energy-boosting properties and comforting familiarity, plays a central role in these routines. Whether you enjoy your coffee alone in solitude or in the company of others, it offers a precious moment of warmth and connection.

For many, coffee serves as a gentle wake-up call. The caffeine content in coffee provides a natural energy boost, helping us combat morning grogginess and fatigue. This makes it an indispensable part of our morning routines, as it kickstarts our day and prepares us for the challenges ahead.

A Moment of Comfort Sipping on a warm cup of coffee can offer a sense of comfort and familiarity, especially in the quiet moments of the morning. The familiar aroma and taste can provide a soothing experience, almost like a warm embrace, which can be particularly valuable during stressful times.

As you embark on your daily journey, remember that the morning routine, coupled with a wellbrewed cup of coffee, is your ticket to a positive start. Embrace the ritual, savor each sip, and let the aroma and flavor of your coffee help you seize the day with enthusiasm and focus.

A Catalyst for Productivity Coffee is known for its ability to enhance focus and concentration. When incorporated into a morning routine, it can help improve productivity and set a positive tone for the day's tasks. With a clear mind and increased alertness, you're better equipped to tackle your to-do list.

A Social Experience The morning coffee ritual can also be a social experience, whether you're enjoying it alone or with others. For many, sharing a cup of coffee with a loved one or colleagues is a cherished moment to connect, converse, and bond. It fosters a sense of togetherness and camaraderie.

An Opportunity for Mindfulness The act of brewing coffee and savoring each sip can be a mindful experience. It encourages us to slow down, take a moment for ourselves, and appreciate the small pleasures in life. This simple act of mindfulness can set a positive tone for the entire day.

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Perpetual Freshness

C

offee, the beloved morning ritual for millions worldwide, is not only a source of daily energy but also a powerful contributor to positive environmental impact. The coffee industry has made significant strides in recent years to promote sustainability and environmental responsibility. In this article, we will explore the ways in which coffee production benefits the environment and highlight the sustainability efforts that are helping to preserve our planet.

Shade-Grown Coffee One of the most important sustainability practices in coffee production is the cultivation of shade-grown coffee. Unlike conventional coffee farms that clear-cut large areas of forests for sun exposure, shade-grown coffee is cultivated under a canopy of trees. This practice not only preserves valuable forest ecosystems but also provides a habitat for numerous bird species and other wildlife.

Shade-grown coffee farms promote biodiversity, reduce the need for chemical inputs, and help to mitigate deforestation.

By preserving the natural environment, coffee producers make a positive impact on the Earth's ecosystems and contribute to climate change mitigation.

Soil Health and Carbon Sequestration Healthy soils are essential for sustainable coffee production.

Coffee plants thrive in rich, fertile soils, and coffee farms often employ sustainable farming practices that enhance soil health. Practices like cover cropping, composting, and organic matter incorporation improve soil structure and nutrient content, reducing the need for synthetic fertilizers.

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Additionally, coffee plants contribute to carbon sequestration. The coffee shrub absorbs carbon dioxide from the atmosphere, and the organic matter from pruned coffee trees can be added back to the soil, further enhancing carbon storage. In this way, coffee farms play a role in combating climate change.

By diversifying their crops, coffee producers reduce the risk of crop diseases and pests, decreasing the need for pesticides. Agroforestry systems also help in soil conservation and offer valuable habitats for wildlife.

Water Conservation

Several certification programs, such as Rainforest Alliance, UTZ, and Organic, are helping coffee consumers make sustainable choices. These certifications guarantee that coffee is produced in an environmentally responsible manner and often involve strict environmental and social standards. When you purchase certified coffee, you are supporting sustainability efforts and promoting responsible production.

Water is a precious resource, and coffee production relies heavily on it. Sustainable coffee farming incorporates water-saving techniques like drip irrigation and rainwater harvesting, reducing the strain on local water sources. By managing water resources responsibly, coffee producers help protect the environment and ensure the availability of clean water for surrounding communities.

Furthermore, sustainable coffee farms often implement wet mills that treat and recycle the water used in coffee processing. This minimizes pollution and conserves water, making the coffee industry a key player in water conservation efforts.

Certification Programs

The environmental impact of coffee production and sustainability efforts is magnificent. From shade-grown coffee to carbon sequestration and water conservation, the coffee industry has made substantial progress in promoting eco-friendly practices. Sustainable coffee farming not only protects valuable ecosystems but also contributes to climate change mitigation, soil health, and water conservation.

Fair Trade and Social Sustainability Environmental sustainability is closely linked to social sustainability in coffee production. Many coffee producers follow fair trade practices, which ensure that farmers receive fair compensation for their work. This financial security enables farmers to invest in sustainable agricultural practices, environmental conservation, and community development projects.

Fair trade also emphasizes ethical labor practices, improving the quality of life for coffee farm workers and their families. When workers are treated fairly, they are more motivated to participate in sustainability initiatives and environmental protection efforts, leading to positive outcomes for both people and the planet.

The social and economic aspects of sustainability, including fair trade practices, benefit coffee farm workers and their communities. Certification programs provide consumers with a way to support these initiatives by choosing environmentally and socially responsible coffee.

As coffee lovers, we can enjoy our daily brew with the knowledge that the cup we hold in our hands is a symbol of positive change and environmental stewardship.

By supporting sustainable coffee production, we contribute to a greener and more sustainable planet for future generations.

Agroforestry and Ecosystem Restoration Agroforestry is another method that contributes to the positive environmental impact of coffee production. It involves integrating coffee cultivation with other plant species like fruit trees and vegetables. This approach promotes biodiversity, restores ecosystems, and provides additional sources of income for farmers.

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Coffee offers a wide range of flavors and preparation methods, which can be an enjoyable and educational experience for coffee enthusiasts.