We combine behavioural science, commercial modelling, and agile programme design to create strategies that are both inspiring and implementable. Our proven process moves from insight and ambition through to detailed release planning — ensuring every investment in your customers is evidence-led and commercially justified.
At the heart of our approach to programme design lies The Engram Loyalty Loop™ — a behavioural model that maps how everyday customer actions are encoded, reinforced, and remembered. It’s built on the neuroscience of habit formation and memory, showing how brands can move from driving transactions to shaping routines, emotions, and identity.
Every successful customer strategy begins with clarity of purpose and ends with an actionable roadmap.
Engrama’s design process has three interconnected phases — each designed to progressively refine ambition into strategy, and strategy into a working programme ready to launch and evolve.
Realign the organisation around a shared vision for loyalty.
Design the mechanics and behavioural levers that deliver it.
Translate strategy into agile, iterative releases ready for market.
We start by understanding your customers, your commercial model, and your internal readiness. This phase is about exploration and alignment — identifying the opportunity, clarifying ambition, and setting the foundation for design.
With a clear ambition approved, we move into detailed design.
This is where commercial logic meets behavioural science — defining how your programme will create value, form habits, and reinforce desired customer behaviour.
Design and define the structure and components of the customer value proposition including features, currencies, benefits, sub-clubs, loyalty mechanics and reward logic.
Design all the key customer journeys and user stories to be overlayed based on the key behaviour changes or reinforcement required. Define key segmentations, qualification criteria, thresholds and inflection points. Apply the principles of behavioural science encapsulated in The Engram Loyalty Loop™ – habit formation, sunk cost, cognitive load.
Scenario Modelling: Evaluate cost, impact, feasibility, and sequencing.
Business Cases: For each of the key components of the customer value proposition including the related customer journeys.
Roadmap: Prioritise initiatives based on value, complexity, and readiness. Schedule outlining key dependencies.
Programme Playbook: Document all the components of the Customer Value Proposition, Customer Journeys and User Stories, Business Cases and Roadmap into an instruction manual for the next phase.
We translate your Roadmap into a detailed, agile delivery plan — defining releases, testing cycles, and operational readiness.
Our aim: ensure the strategy is executed with precision, speed, and measurable learning at every iteration.
Engrama brings the science of customer loyalty and the rigour of commercial design together — so you can launch faster, learn continuously, and invest where it matters most.
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