Our mission is to create value for our clients by applying Customer Science® across the full spectrum of the customer experience
An Ellipsis is the ‘three dots’ at the end of a sentence, an unfinished thought…
Our name represents the essence of what we do: we help our clients complete their unfinished understanding of the customer.
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
We use Customer Science® to build and improve your customer facing programs and activities with data-driven insights.
What we do
We use a combination of consulting and best-in-class technology to deliver exceptional lifecycle marketing, customer experience and loyalty services.
We specialise in customer experience management and loyalty
Many businesses have recognised the importance of delivering great customer experiences but are struggling to make the right customer focused decisions. That’s where we come in, our services include:
- Customer segmentation and profiling
- Loyalty program design
- Lifecycle marketing strategy
- Financial modelling and reporting
How we’ve helped our clients deliver great customer experiences through customer journey mapping
Customers judge their experience almost entirely on how it felt at the peaks and/or shortfalls and how it ended, important ‘Moments of Truth’ in delivering a great customer experience. We help our clients diagnose and optimize their customer journeys to ensure highly relevant experiences and maximize lifetime value/ROI.
Case study examples from recent projects with SuiteCX
Hypoxi: Design your Body
Ellipsis helped Hypoxi create customer journeys with targeted marketing recommendations
Hypoxi retained Ellipsis to develop customer personas that reflect their different types of customers. For each persona we mapped the typical customer journey as they engage with Hypoxi staff. SuiteCX facilitated the mapping of each customer journey and the customer emotion at the critical points in their treatment.
We then used the persona journeys to outline marketing training and targeted communications with clear and simple guidelines. The final deliverable was a detailed report with our findings and recommendations for the effective use of the personas and journeys.
Resmed: Changing Lives with Every Breath
Ellipsis helped Resmed develop a data driven strategic marketing roadmap using our 6-phase plan
The project involved in-depth customer analysis to define customer segments and personas. Personas enabled us to diagnose the ‘As Is’ and design the ‘To Be’ customer journey for each customer type. With SuiteCX we mapped the different customer journeys and built a picture of the differences between the current and future customer experience.
This information was used to design a clear lifecycle marketing roadmap. Ellipsis also helped in the execution stage by recommending automated and personalised marketing triggers, events that had been revealed during the SuiteCX mapping sessions, to successfully implement the new customer journeys and improve customer experience.
Flight Centre: Student Flights – Under 26 or a full time student
Ellipsis helped Student Flights create a targeted voice of customer program
Customer journeys had already been developed in the parent company and verified as relevant to the Student Flights Company. Capturing customer feedback at critical points in the customer experience as travel itineraries were decided and booked was a challenge however. The existing customer journeys were migrated to SuiteCX where we could integrate information about the feedback timing, channel, emotional impact and sampling strategy; both in design and for ongoing management.
Implementation of the NPS feedback program was a multi-channel, multi segment initiative which has allowed the organisation to increase conversion rates and overall advocacy, all underpinned by the comprehensive capabilities of SuiteCX.
What our clients say
We partnered with Ellipsis’ consultants to build our Strategy Map and Balanced Scorecard. We have always been impressed with Ellipsis’ high quality insights, and their focus on delivering real results for our business.”
Gabi Kool, CEO, Coalition Rewards
Ellipsis demonstrated a depth of knowledge and an approach that is a balance between science and art.
Program Manager, Financial Services Organisation
Our business is led by a proven, passionate and experienced team with over 50 years in customer strategy, consulting and program design. Get in touch, we’d love to talk. www.ellipsisandco.com
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