How Jordan Craig Designed a Loyalty Program for their Superfans with Okendo

Celebrating its 35th anniversary, Jordan Craig is an elite streetwear brand with a mission to produce premium clothing.

• One of Jordan Craig’s main priorities is thinking through how to improve the customer experience. When a customer says there’s a problem, they fix it.
• When customers asked for a loyalty program, the team knew they needed to implement one into their customer marketing strategy.
• With a dedicated customer base at a 40% repeat purchase rate, the brand’s goal was to further improve this key customer loyalty metric with a loyalty program.

• As a streetwear brand, being ‘cool’ is important. The team at Jordan Craig knew they needed a customizable loyalty program that connects to their brand, so they created a ‘cool’ program that resonates with their unique customer base.
• The program consists of three tiers – Pros, Stars, and Legends, the latter being a name they chose because Legends are what everyone hopes to be. Legends are the brand’s Superfans.
• Instead of points, the brand rewards customers with clout.
• Loyalty helps Jordan Craig strategically communicate with their Legends. These highly engaged customers make purchases and take the time to be heavily engaged with the brand, so Jordan Craig focuses on enhancing their experience.
• Using Klaviyo, the team segments their Legends tier to personalize email messaging with early access to sales and exclusive offers.

• 12.23% AOV uplift.
• 4% program enrollment rate.
• A 68% repeat purchase rate for loyalty program members vs 21% for non-members.