WE SPECIALISE IN CUSTOMER EXPERIENCE MANAGEMENT
AND LOYALTY 

Why we exist Why we exist We want to help you put the customer at the centre of your business, because we believe this is crucial to creating value.
How we work How we work We use Customer Science® to build and improve your customer facing programs & activities with data-driven insights.
What we do What we do We use a combination of consulting and best-in-class technology to deliver exceptional lifecycle marketing, customer experience & loyalty services.
The Journey  
Step 1 Diagnose

Customer Strategy

  • Proven strategic frameworks to develop your customer strategy; supported by robust financial modelling, a Balanced Scorecard, customer journeys and strategy maps 

Data & Systems Diagnostic

  • Detailed analysis of your customers behaviours and characteristics

Customer Journey Mapping 

  • Diagnose and optimise customer journeys to ensure highly relevant experiences and maximum customer lifetime value 



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Step 2 Design

Customer Segmentation 

  • Analysis, grouping and profiling of customers into value-based segments to inform loyalty, lifecycle and targeted marketing strategy

Voice of Customer Programs 

  • Design and management of best-practice customer feedback programs in order to deliver optimal customer experiences 

 

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Step 3 Implement

Loyalty PulseSM

  • Loyalty strategy development including; design and build of new programs and the evaluation and enhancement of existing propositions

Marketing Automation 

  • Design of behavioural marketing programs; guiding implementation of marketing technology to achieve highly responsive automated marketing and ROI

 

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Step 4 Optimise

Return on Loyalty®

  • Accurately measure the ROI of your loyalty program and retention initiatives with proven analytical techniques, an easy-to-use interface to access reports, and expert consulting to interpret insights. Return on Loyalty®, why guess when you can know...

Onboarding & Lifecycle Design 

  • Strategic design of lifecycle marketing roadmaps; including customer journey mapping and lifecycle marketing treatments to ensure maximum customer lifetime value

Engagement Scoring 

  • Multi-variate scoring models to measure member engagement and optimise marketing investments 

 

 

 

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Your Partner in Customer Science®

Customer Science® represents our data-driven methods and techniques.

We create value for our clients by applying Customer Science® across the full spectrum of the customer experience.

This scientific approach is necessary because customer needs change over time: there is no typical market, and there is no typical customer.

Please get in touch to find out how we can bring clarity and certainty to your customer-focused decisions, creating sustained competitive advantage and delivering a positive and predictable ROI.

 


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PRESS
Do's and don'ts of voice of customer programs
Do's and don'ts of voice of customer programs 19 February 2018 We discuss with CMO Australia. From measuring impact to understanding customer stages, there’s a treasure trove of things to consider when crafting the perfect VOC Read More
Customer voice is taking on a new meaning
Customer voice is taking on a new meaning 10 January 2018 We discuss with CMO Australia. Voice of the customer programs are giving companies a new lease on life, offering insights on customer expectations, preferences and aversions Read More
ADMA loyalty and retention marketing course
ADMA loyalty and retention marketing course 21 August 2017 ADMA partners with Ellipsis to relaunch it's signature loyalty and retention marketing strategy course, providing Australian marketers with the best course content available - thanks to The Loyalty Academy Read More
Our Clients

We’ve helped many companies on their journey to becoming customer centric. Here’s a selection of some of our recent successful engagements.

Perspectives
Disruptors In Loyalty
Disruptors In Loyalty 03 December 2018 We share the Ellipsis big 4 loyalty predictions for the end of 2018. We discuss our thoughts on what the main loyalty disruptions will be including technology (of course) Learn More
Getting Started With Segmentation
Getting Started With Segmentation 20 August 2018 We present our simple guide and tips to getting started with segmentation and automation, including how to create personas and why getting the fundamentals correct is still important. Learn More
Rewards Lead To Engagement
Rewards Lead To Engagement 23 May 2018 Find out why reward redemption matters, and a range of typical reward options offered to members. We’ve also included the advantages and drawbacks for each option and how to find... Learn More
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