Diagnose and optimise customer journeys to ensure highly relevant experiences and maximum customer lifetime value
Customer Journey Mapping
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.
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
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.