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 & Insights

  • 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

Loyalty Program Design

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

Customer Segmentation 

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

 

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Step 3 Implement

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...

1:1 Personalisation

  • Helping you treat different customers differently

 

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Step 4 Optimise

Marketing Treatments

  • Designing your customers communications and their timing ...

Onboarding & Lifecycle Design 

  • Strategic design of lifecycle marketing roadmaps

Engagement Scoring 

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

Propensity Modelling

  • Predicting likelihood to churn, likelihood to buy, optimising conversion rates on marketing campaigns

 

 

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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
Beyonde Announcement
Beyonde Announcement 19 August 2019 We're excited to announce the launch of Beyonde! created to help deliver 'what's next' in customer experience. Beyonde will help bring the best global solutions to each clients’ unique need Read More
ROCX I find out your Return on CX
ROCX I find out your Return on CX 29 April 2019 New collaboration between Resonate and Ellipsis to help companies understand their Return on CX. ROCX® will help you prove if your CX program is producing value and how Read More
Voice of customer programs
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
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
Measuring your Return on CX
Measuring your Return on CX 17 April 2019 Can you measure the relationship between your CX initiatives and customer value? Find out how to measure the return from your investments in Customer Experience management Learn More
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
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