Crown Towers Rewards

Situation

Crown Towers Melbourne identified that the various customer experiences within their loyalty program could be improved, and asked Ellipsis to develop a suite of Customer Journey Maps with recommended actions and initiatives.

Action

Identify key customer segments, their personas, and current communication channels.

For each segment, Ellipsis built Customer Journey Maps which captured those customers’ actions, thoughts and feelings at key ‘moments of truth’ in the customer experience

Results

A suite of initiatives were recommended, together with a framework to help prioritise actions for implementation.

All journeys and interaction points were captured in Ellipsis’ state of the art suitecx® journey mapping platform.