We helped Kathmandu take their loyalty program to the next level with a new strategic roadmap
Kathmandu identified loyalty as one of the key priorities in its business strategy. The existing program was already well regarded both internally and externally, but the team wanted to take it to the next level — to 'supercharge' it and unlock stronger customer outcomes than the current setup could deliver.
What we delivered: a Return on Loyalty® baseline, partnership / mobile / international strategies, a new target proposition with components costed in a business case, and a phased implementation roadmap to take it from blueprint to live.
Ellipsis built a baseline view of program performance using Return on Loyalty®, then surfaced a portfolio of opportunities across long-term strategic plays and short-term tactical wins. The loyalty consulting team framed strategic options for the program's direction, and worked alongside Kathmandu on partnership, mobile and international strategies. We then designed a target proposition — including new program components — and stood up a supporting business case.
Kathmandu came away with a clear understanding of program baseline performance, KPIs, value drivers, ROI, and the customer behaviour and trends underneath them. The 'next level' program design landed with a sequenced implementation roadmap they could execute against.
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