We helped Priceline redesign Sister Club for better customer value and ROI

Priceline had refreshed their Sister Club loyalty program — moving to digital-only rewards and a more consistent customer experience across online, in-store and customer service. Ellipsis was asked to review the program post-refresh, validate whether the changes were delivering the intended outcomes, and help redesign the core proposition to maximise customer value.

We ran a financial review of program ROI using Return on Loyalty®, and identified 'quick win' short-term recommendations to optimise program operations and cost. In parallel we worked with the Priceline team to develop long-term strategic initiatives that would improve member benefits and financial performance. The project included a detailed financial business case built using the Ellipsis Loyalty Simulator®, modelling outcomes at the customer level and pinning down the optimal values for the new program rules.

The Ellipsis loyalty consulting team delivered a clear baseline view of program performance, plus actionable recommendations to enhance Sister Club in the short and long term. The program was relaunched with a new structure and benefits suite, with financial outcomes fully modelled in the Loyalty Simulator® so the team could trust the numbers behind the redesign.