The Frozen Feet Competition has been streamlined and simplified for 2023. This article describes everything a participating retailer needs to know. It includes:
How to check into and use Frozen Feet from your customers' perspective
How to manage Frozen Feet from a store's perspective
How password resets can be handled by retailers and/or customers (Hint: Do not contact Run Free to do this)
Using the News section of your app as a marketing tool
How optional mileage tracking is reported
Where to Go for Retailer & End Customer Support
Karnan Associates is managing the entirety of the competition this year. If you have any questions about Frozen Feet, please contact Jenny Phillips.
Note: End customer password resets are entirely self-service, so there is no reason to contact Run Free if a customer forgot their password.
What to Do if Your Customer's Password Reset Attempt Fails
If a customer's password reset attempt fails (either because of an old phone number or the reset email goes to spam), retailers should:
Sign into your ecommerce store
Navigate to the "customers" section (see image below)
Search for the customer by email address
Reset their password by clicking the down arrow to the right of their name and selecting "Set Password" (instructions on how to do that here).
Your End Customer's Experience
Signing up to be part of Frozen Feet has never been easier. There is no longer a Frozen Feet website or separate registration form at all.
All customers need to do to participate in Frozen Feet is follow two simple steps: Download your store app and Tap one button to check-in:
Download your app: Your customers can download and register for an account in your store's app either from the Apple App Store or Google Play. If they have shopped with you online before, they already have an account and can simply sign in using those credentials.
Tap the button to Check-In: On the day your store's Frozen Feet competition starts, your customers will see a new "Frozen Feet" button appear just above the news section inside your store's app that looks like this:
To participate in Frozen Feet, the customer simply needs to tap that button, ensure today's date is selected, and tap check-in. That's it!
No registration is needed at all. Checking in for the first day automatically registers the customer as a Frozen Feet competition participant.
To continue participating each day, your customer simply opens your app, taps the Frozen Feet button, selects that day's date, and taps check-in. Customers can also select a previous date in this process and check-in in arrears if they forgot a day.
The Retailer Workflow & Experience
The day-to-day process of managing Frozen Feet from a retailer's perspective is far easier than it was in the past.
One click is all it takes to download a CSV spreadsheet of all Frozen Feet participants and their details. It will include their names, email addresses, check-in status by date, optional mileage by date, and totals of each.
Karnan Associates will be pulling each store's CSVs, then importing them into Klaviyo for tracking, uniform customer communication, and targeted outreach throughout the Frozen Feet competition. If you have questions about this process, please contact Jenny Phillips.
To download your store's participant list:
Sign into your ecommerce store as an administrator
Navigate to the "Loyalty" section on the top navigation bar, then click the "Events" tab as shown below.
Next, click the "Export Frozen Feet" button in the upper right to export the full participant list as shown below.
This will automatically download a CSV file containing your participants and their activities up to that point in time.
Understanding Your Participants CSV File
The Participants spreadsheet is organized such that each participant has two rows associated with their name.
The first row contains the participant's first and last name along with their check-in status by date. The cells in each date column contain either a "Y" (if the participant checked in via the app) or an "N" (if they did not check-in).
The second participant row contains that same user's email and optional mileage per date if they choose to sync their account in your store's app with their Strava or Apple Health (a.k.a. Apple Fitness) account.
The last column summarizes the total for both check-in participation and mileage for each row.
Each day, a new column is appended to the previous day's record. To view the new data, you must export the participant CSV again (as described above).
How Customer Password Resets Are Handled
The beauty of using your store's existing mobile app rather than a separate Frozen Feet website is that many of your customers already have accounts and robust platform features such as password reset via email or SMS text message come baked-in by default. This means there's no reason for retailers or customers to contact Run Free if passwords are forgotten.
Any customer who forgets their password can reset it themselves from within your app or your online store's login page. Tapping "forgot password" will send a new password directly to their email or phone.
How to Reset a Customer's Password For Them
Retailers can also reset any customer's password for them from within the "Customer" section of the ecommerce store in a few simple steps:
Sign into your ecommerce store as an admin
Navigate to the "customers" section (see image below)
Search for the customer by email address
Reset their password by clicking the down arrow to the right of their name and selecting "Set Password" (instructions on how to do that here).
How A Customer Can Reset their Password using Your App
The simplest way for a customer to reset their own password is to use your store's app. When they tap to open your app on their mobile device, they will be prompted with a login screen. Just beneath the "Sign In" button, there is a link to begin the password recovery process labeled "Forgot Password?" as shown below:
Once the customer taps "Forgot Password?" they will be prompted with the screen below, where they can choose their preferred method to receive their new password.
After entering their email address or phone number, they will receive a new password which they can copy and use to sign into your app from the opening login screen.
How A Customer Can Reset their Password from Your Ecommerce Site
Customers can reset their own password from your ecommerce store's login page as well. Simply have them navigate to your ecommerce site, then click the account icon in the upper right corner and choose "login" as shown below:
They will then be presented with a login dialog box with a "Forgot your password? Click Here To Reset" link just beneath the login button as shown below:
After clicking the reset link, the customer will be presented with a prompt to enter their email address as shown below. They should do so, then click "reset" to complete the password reset process.
Marketing Best Practice: Example News Post
A great way to drive engagement, provide an overview, and reinforce the rules of the Frozen Feet competition is to put together a simple News post titled "Frozen Feet FAQ" just prior to and/or during the competition. Not only will it be visible in the app, but you can also link to it from your ecommerce site or website, enabling you to refer to it in social media campaigns or posts as well. See the example below:
Optional Mileage Tracking as Part of Frozen Feet
A few retailers wanted to extend the option of tracking miles to their customers from within the store app during the Frozen Feet competition.
Customers who use the app to check-in to Frozen Feet daily and have also linked the store app to their Strava or Apple Health (a.k.a. Apple Fitness) accounts, will have corresponding mileage included in the Participant CSV file mentioned previously.
Please Note: As with all mileage tracking, the activity type must be a run or a walk in order to be synced from Strava or Apple Health (a.k.a. Apple Fitness). Customers may enter miles manually by using Strava and adding their run/walk activity there. Cycling or any of the dozens of other activity types available will not be counted.
Where to Go for Retailer & End Customer Support
Karnan Associates is managing the entirety of the competition this year. If you have any questions about Frozen Feet, please contact Jenny Phillips.
Note: End customer password resets are entirely self-service, so there is no reason to contact Run Free.