Case Study: Major Shoe Retailer refreshes loyalty and boosts VIP customer engagement with ProKarma

Loyalty program refresh for major shoe retailer

Major Shoe Retailer, one of the world’s largest shoe retailers with more than 500 U.S. stores and an e-commerce site, needed to refresh its 20-year-old loyalty program for a digital-first world. The company turned to ProKarma to reinvent the experience and drive stronger ROI through a more modern customer loyalty strategy.

ProKarma evolved the legacy program by identifying emotional loyalty drivers and designing a habit-based, email-connected membership experience with features such as on-demand shoe delivery, exclusive member services, 3D-printed custom footwear concepts, and a virtual closet. As a result, Major Shoe Retailer achieved business-wide positive effects and grew the program to more than 25 million members, elevating customers to VIP status and strengthening self-expression.