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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 [email protected]
