Situation
Kathmandu identified loyalty as one of the key priorities in their business strategy.
While the existing Kathmandu loyalty program was well regarded internally and externally, our client aimed to take it to the next level and ‘supercharge’ it to drive even better customer outcomes.
Action
Ellipsis created a baseline view on program performance, utilising Return on Loyalty®. The Team identified opportunities for program improvement, including long-term strategic and short-term tactical.
The Ellipsis loyalty consulting team framed high-level strategic options for the program strategy and assisted in creating partnership, mobile and international strategies. The project involved designing a new target proposition, including new program components and supporting business case.
Results
Clear understanding of program baseline performance, KPIs, value drivers, ROI, customer behaviour and trends. ‘Next level’ program design including implementation roadmap.
Meet the team
Services used
Program Design Review
Diagnose and optimise your loyalty program
Customer Value Analysis
Data-driven analysis to understand value distribution across the customer base and customer journey.
Prototyping and Customer Testing
Testing and research of new or refined program design
Return on Loyalty®
Proven analytical techniques, an easy-to-use interface to access reports and expert consulting to interpret insights with actionable recommendations
