Tailoring the 21 Century Customer Experience

Tailoring the 21 Century Customer Experience

LINDA KIRKPATRICK, Executive Vice President, Market Development, U.S., Mastercard

JODIE FOX, Co-Founder and Chief Creative Officer, Shoes of PreyDREW GREEN, Chief Executive Officer, INDOCHINO

NRF Retail’s BIG Show

January 15, 2017

GUIDED BY CREATING A DIFFERENTIATED EXPERIENCE

• We are Customer Inspired• We are Innovative• We Collaborate and Empower• We are Accountable• We are Data Driven• We are Product Proud

OUR VISION

• Make custom suits accessible to everyone by updating the traditional tailoring experience for the mass market

• Focus on high quality, great fit, limitless selection and unprecedented value.

• Provide the highly personalized experience consumers today have come to expect

OUR STORY

First company to deliver mass-customized apparel online in 2007•Solve #1 challenge in apparel (fit) •Remove exclusivity associated with made-to-measure •Ship to 150 countries

Opened first bricks-and-mortar stores in 2014•Highly personal and engaging brand experience•Powering exponential growth, online and offline•Ten retail showrooms in North America

OUR EVOLUTION

Developed strategic partnership with Dayang Group in 2016•World’s largest suit manufacturer •Assuring world class quality and unlimited scalability

Over 200 employees today•Corporate offices in Vancouver and Dalian•Showroom locations across North America

CHANNEL AGNOSTIC CUSTOMER JOURNEY

• Immersive and seamless experience across

channels

• E-commerce platform caters to evolving shopping

behaviors, particularly millennials

• Retail presence and stored customer profiles help

address new customer segments and empowers

growth

• All touch points supported by customer care, equally

Arrives for his appointment, a Style Guide helps select &

customize his clothing

He makes a 60 minute appointment at indochino.com/

showrooms

He steeps in anticipation – crafting & delivering his order will take less than 4 weeks

He sees an ad on Facebook about INDOCHINO, reads about the brand online

He follows the step-by-step guide online

for self-measurement

He customizes his garment through the

intuitive online interface

INDOCHINO CUSTOMER EXPERIENCE

REVIEW / ALLOCATION Our Measurement Algorithm validates the measurements

and we create a unique pattern

PRODUCTION We create each

garment one at a time

PROCESSINGWe assign every order

based on fabric selection

QUALITY CONTROLEvery garment is checked to

ensure it has been produced to the customer’s specifications

PACKINGWe consolidate

the order

SHIPPINGWe expedite every order to

ensure the customer receives his garment within four weeks

RECEVIEDHe receives his one-of-a-kind garment

Day 2 Day 3 Day 4 -13

Day 14 -15

Day 16 -17

Day 18 -21

INDOCHINO PRODUCTION EXPERIENCE

INDOCHINO averages an industry-leading 3.8 weeks from order to delivery with a goal in 2017 to reduce further.

He receives his one-of-a-kind garment

Alterations are made in store or at his preferred tailor to make sure his order fits how it should. His profile is fine-tuned & saved

He takes home his finished clothing and wears with confidence

He needs another suit and goes to INDOCHINO’s website to purchase

ITS ABOUT PERFECTION

STREAMLINEDPRODUCTION PROCESS

• Made-to-measure production with world’s largest suit manufacturer as our partner - optimized for scale and profit

• Technology-enabled measurement and pattern algorithms and subsequent manufacturing process

• Focus on reducing production cycle for faster delivery – MINUS TWO WEEK DELIVERY

POSITIONED FOR GROWTH

RETAIL GROWTH & EXPANSION• 64% retail growth in 2016• 32% same store sales growth• 3 new showrooms in 2016, 8 forecast

in 2017

GROSS MARGIN• 900 bps gross margin improvement 2H 2016 vs

2H 2015

2016 GROWTH• 54% year-over-year growth

ACCELERATING E-COMMERCE GROWTH • 46% e-commerce growth in 2016• Organic growth bolstered by expanded retail

presence

“When you want something, all the universe conspires in

helping you to achieve it.” - The Alchemist by Paulo Coelho

ALWAYS DREAM BIG

DREW GREENdrew.green@indochino.com