View the slides of the insightful presentation to learn how Icebreaker, a global sports clothing company, is maximizing customer retention using a highly customized loyalty rewards program. Keith Ching, Global Head of eCommerce Digital Experience, Icebreaker, shares his insights and learnings on how they designed and implemented a global, multi-lingual, loyalty rewards program. In this webinar you will learn: - Value of a repeat customer - Revenue uplift potential for your business - Success story of Icebreaker

1. WEBINAR
"How Icebreaker, a global sports clothing brand,
is maximizing customer retention with a highly customized
loyalty rewards program?"

2. PRESENTERS
Keith Ching
Global Head of eCommerce
Digital Experience
Icebreaker
Samir Palnitkar
VP of Customer Success
Zinrelo
"How Icebreaker, a global sports clothing brand,
is maximizing customer retention with a highly customized
loyalty rewards program?"

3. ABOUT ICEBREAKER
Zinrelo.com 3
Conceived and designed around the philosophy of sustainability, using natural fibres, environmental and social ethics, and animal welfare.
In more than 5,000 stores across 50 countries

4. 8 Years old | Venture Backed | Headquartered in Silicon Valley | 500+ Global Customers
SIGMA BEAUTY
NEW ENGLAND PATRIOTS
ZINRELO LOYALTY REWARDS PROGRAM

5. ZINRELO = 360 DEGREE LOYALTY
5Zinrelo.com
Z I N R E LO
TRADITIONAL
LOYALTY
PROGRAM
POINTS FOR
PURCHASES
TRANSACTION LOYALTY
360
DEGREE
LOYALTY
TRANSACTION
LOYALTY
SOCIAL
LOYALTY
ADVOCACY
LOYALTY
ENGAGEMENT
LOYALTY
BEHAVIORAL
LOYALTY
3 purchases
in 3 months

6. POINT EARNING ACTIVITIES
HOW YOU CAN EARN POINTS
+ Unlimited custom activities
POPULAR ACTIVITIES
Ability to add business rules to any activity such as frequency
caps, tier accelerators, delayed approval etc.
 Purchases
 Online purchases
 In-store purchases
 Third party/marketplace purchases
 Engagement
 Email signups
 Reviews
 Social following
 Photo uploads
 Profile completion
 Account creation
 Birthday bonus
 Name, gender, location, interests etc.
 Advocacy
 Social sharing
 Referrals
 Personalized / behavior targeted
 Inactive customers (win-back)
 First three purchases (habit forming)
More ways to earn points:
Create an account
EARN 100 POINTS
Get 10 POINTS for
every $1 you spend
Subscribe to mailing list
EARN 100 POINTS
Submit a post-purchase product review
Share on social media
Refer a friend
Zinrelo.com 6

7. REWARD TIERS
Customizable loyalty tiers | Maximize engagement | Make loyal users feel ‘special’
Zinrelo.com 7

8. UNIFIED LOYALTY PROGRAM ACROSS ALL RETAILER SALES CHANNELS.
ZINRELO SUPPORTS AN OMNI-CHANNEL STRATEGY
Zinrelo.com
WEBSITE BRICK-AND-MORTAR
STORES
MOBILE APP
ZINRELO LOYALTY PROGRAM
8

9. EASY TO USE, SELF-SERVICE ADMIN CONSOLE TO CONFIGURE YOUR LOYALTY PROGRAM
SELF SERVICE ADMIN CONSOLE
Zinrelo.com 9
1. Activities + Business Rules
2. Tiers and Benefits
3. Reward Options
4. Auto Notifications
5. User Interface Theme
6. Reports

10. HOW ICEBREAKER IS IMPROVING CUSTOMER RETENTION
WITH ZINRELO?
Zinrelo.com 10
Keith Ching
Global Head of eCommerce
Digital Experience
Icebreaker

11. CUSTOMER RETENTION IS
CRITICAL FOR BUSINESS
GROWTH + PROFITABILITY
10xRepeat customers are 10x
more profitable
< Low Profitability
RETENTION
High Profitability >
1st Purchase 2nd Purchase 3rd Purchase 4th Purchase
Money
lost
through
acquisition
costs
Cost to
retain
Cost to
retain
Cost to
retain
Average
Order
Value
Average
Order
Value
Average
Order
Value
Average
Order
Value
Increased order
Value with new
Product trials
ACQUISITION
EXPENSE-$$REVENUE+$$
WHY CUSTOMER RETENTION?

12. LOYALTY REWARDS PROGRAM REQUIREMENTS
Zinrelo.com 12
PROGRAM
SELECTION
CUSTOMIZABLE
LOYALTY
REWARDS
PROGRAM
COST EFFECTIVE
MULTILINGUAL
CAPABILITIES
ROBUST
PLATFORM
WITH RIGHT
FEATURE SET

13. NATURE REWARDS - THE OBJECTIVES
13Zinrelo.com
Increase brand loyalty Tiered program Repeat purchases without diluting brand value

14. REWARDS PROGRAM TIERS
14Zinrelo.com
S E E K E R
2,000 POINTS
Way finding, navigating or seeking out your true north? Icebreaker was born to help people discover and connect
with themselves and nature, more than ever before. So, whatever your adventure, turn to nature to provide the
solutions. Discover how to earn points and grow your Icebreaker profile.
L E V E L 1
A D V E N T U R E R
5,000 POINTS
Icebreaker Adventurer marks the next step in your journey as a true natural explorer. We’ll reward your sense of
adventure with products and experiences that are designed to put you where you most want to be – out there in
the thick of your adventures and up close and personal with nature.
L E V E L 2
T H E N AT U R A L
10,000 POINTS
As an Icebreaker Natural, you’ve reached the high point of your rewards journey. You’re in complete connection
with yourself and your adventures – tuned in to the max! We’ll reward your curiosity and restless determination
to seek and discover those wild adventures, with the top tier of our exclusive rewards and offers.
L E V E L 3

15. INTEGRATED LOGIN - SEAMLESS INTEGRATION ON THE WEBSITE
15Zinrelo.com
annascott@gmail.com
WELCOME ANNA
MY REWARDS
Login to Icebreaker = Login to Loyalty Program No additional set up needed to get started For end customers- a single sign on experience

16. LOYALTY DASHBOARD
16Zinrelo.com
A NNA
Complete flexibility to customize the dashboard
Member Loyalty dashboard was
a breeze to setup
Members can see their points activity
WELCOME ANNA

17. LOYALTY DASHBOARD
17Zinrelo.com
Flexible reward options Automatic redemptions

18. PRODUCT PAGE INTEGRATION
18Zinrelo.com
Rewards Notification
Informing customers on points with every product Increase conversion rate

19. MULTILINGUAL OPTIONS
19Zinrelo.com
A NNA
BIENVENUE ANNA
Dashboard shown in the member’s preferred language German, French, Swiss supported out of the box

20. RESULTS EXPECTED
20Zinrelo.com
Shift of members from Seeker -> Adventurer or Natural Tier
Higher Revenue per Customer
Greater repeat purchase frequency

21. KEY LEARNINGS
21Zinrelo.com
Average order value
and revenue per
customer was much
higher for the members
of the loyalty program
A phased approach
to program launch
worked well
Pilot launch in United
Kingdom helped
understand the
program operations
and customer
expectations
£
Multi-language,
multi-country launch
a natural progression

22. Samir Palnitkar
VP of Customer Success
Zinrelo
WRAPPING UP

23. ZINRELO = 360 DEGREE, MULTI-DIMENSIONAL LOYALTY
23Zinrelo.com
Z I N R E LO
TRADITIONAL
LOYALTY
PROGRAM
POINTS FOR
PURCHASES
TRANSACTION LOYALTY
360
DEGREE
LOYALTY
TRANSACTION
LOYALTY
SOCIAL
LOYALTY
ADVOCACY
LOYALTY
ENGAGEMENT
LOYALTY
BEHAVIORAL
LOYALTY
3 purchases
in 3 months

24. LOYALTY IMPLEMENTION PROCESS
Data Analysis +
Tech Integration
(2 weeks)
Program
Design
(2 weeks)
Configuration
(2 days)
Launch Time
(2-4 weeks)Kick Off

25. Q&A

26. zinrelo.com | info@zinrelo.com | + 1 650 701 7759
KEITH CHING
Keith_ching@vfc.com
ICEBREAKER
SAMIR PALNITKAR
Samir@zinrelo.com
ZINRELO
THANK YOU FOR ATTENDING!