LOYALTY CONSULTING AND CUSTOMER INSIGHTS

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
Customer Loyalty in the Time of COVID-19
Customer Loyalty in the Time of COVID-19 22 April 2020 Exploring customer loyalty programs and their relevance, role and future after the COVID-19 crisis. We discuss how organisations are retooling their loyalty programs Read More
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
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
What is the Best Marketing Structure
What is the Best Marketing Structure 03 June 2020 The best marketing structure depends on your customer. We explore how to structure a customer centric marketing team, as your business starts to return and rebuild after Covid. Learn More
Customer Science in the Age of Privacy
Customer Science in the Age of Privacy 29 April 2020 We share how to identify ‘at risk’ customers and the importance of having access to accurate data, a challenge with the recent changes to the consumer privacy regulation across the globe. Learn More
The Attention Economy
The Attention Economy 23 March 2020 We discuss the fierce competition underway now in the banking and finance industry, to become the app of first choice for customers. Also sharing innovative financial start-ups that are grabbing attention. Learn More
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