Our framework to develop a customer strategy and construct a strategy map supported by a Balanced Scorecard
Ellipsis’ Balance Scorecard approach considers: financial goals, customer value proposition, business processes, resource alignment and underlying assets.
Detailed analysis of your customers' behaviours and characteristics
The Ellipsis Data & Insights methodology includes robust analysis and design techniques, ensuring that your strategy will be optimised to the changing needs of customers and the market.
Diagnose and optimise customer journeys to ensure highly relevant experiences and maximum customer lifetime value
Ellipsis understand that true customer-centricity requires taking a ‘outside-in’ approach to the customer experience. This begins with the journey map, to fully capture how customer behaviours, thoughts and feelings change as they interact across your business.
Coalition Rewards (previously BalticMiles) retained Ellipsis to facilitate the construction of the guiding strategy. A series of Executive workshops developed the company's Vision, Mission and Core Values then created a consensus Strategy Map that was specified with a detailed Balanced Scorecard.
These guided business execution as the loyalty program operator expanded into Finland and Russia.
Two years later, Ellipsis was asked to revisit the Strategy as Coalition Rewards moved from 'Start Up to Scale Up', which involved 4 key pillars; members, partners, people and processes. The company has gone from strength to strength and now operates an award winning coalition loyalty program in Northern Europe: PINS.
