Customer Journey, Marketing

Why Performing Arts Organizations Need Customer Journey Mapping

by Gayle Ryan on June 13, 2018

Why Performing Arts Organizations Need Customer Journey Mapping

Performing arts organizations face unique challenges when it comes to understanding what drives attendance, ticket sales, loyalty, and profit. With several different sources of revenue, the business model is complex and nuanced, and with a small target audience of affluent patrons, the stakes are high. To succeed, you need to have a deep understanding of your patrons, and for that, you need customer journey mapping.

Here are some of the key advantages you’ll gain from mapping your patron journey.

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Customer Journey, Marketing

What is a Customer Journey Map?

by Gayle Ryan on June 12, 2018

What is a Customer Journey Map?

If you’ve been tasked with creating a customer journey map, or if you have heard that creating one would be useful, you may be asking “What is a customer journey map anyway?”. A customer journey map is an outline of all of the different touchpoints customers have with a particular business, brand, service, or product. The outline usually covers every stage, from when the consumer becomes aware of the product or business, to the point at which the consumer makes a purchase, and through to subsequent purchases or other transactions until the customer churns. Generally, customer journey maps outline the entire customer lifetime; however, they can focus on a particular stage in the journey as well.

Why are customer journey maps useful?

Most journey maps include interactions that involve marketing campaigns, websites, or physical locations, but they could include call center interactions, support services, and more. Best-in-class journey maps also include events outside of the business’ control that might impact the journey. For example, a word-of-mouth referral to the business, or a life event that might drive interest in a product offering.

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Customer Journey, Marketing

Why your business needs to map its customer journey

by Wojciech Gryc on May 23, 2018

Why your business needs to map its customer journey

Nearly every business is keen to drive a positive customer experience. Businesses are constantly striving to improve the customer experience through investments in customer service, support, conferences, events, and countless other initiatives. Oftentimes, however, the business’s investments are wasted because marketing and customer-facing teams are not sure what the ideal customer journey looks like and are therefore misaligned. Misalignment can take many forms, but we often see this take shape by having marketing campaigns that compete with each other, customer service teams that are unsure how to manage certain buyers, and dashboards or metrics that don’t actually measure successful customer engagement.

Success in using software solutions like Canopy Labs requires organizational alignment and a clear idea of which customer experience metrics should be tracked and optimized. This is why Canopy Labs kicks off new business relationships by running a customer journey workshop. We work with organizations to map the current and ideal experience for their “typical” customers.

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Customer Loyalty, Data and Development

How to Use Data and AI to Predict and Improve Your NPS Score

by Gayle Ryan on May 22, 2018

How to Use Data and AI to Predict and Improve Your NPS Score

Net Promoter Score (NPS) has become a KPI at many organizations, and for good reason. It is simple to measure and has the distinctive ability to indicate how the business will perform on several other metrics, including customer retention and revenue.

The challenge with current NPS data approaches

While NPS is easy to measure, it is difficult to improve. Organizations understand that detractors have low NPS because they have had an unsatisfactory experience at some point in their customer journey. However, identifying where or when the unsatisfactory experience occurred is a challenge. This is especially true for financial services organizations, where customers have unique and complex journeys through various different products and services. NPS suffers from these challenges for a few reasons:

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Customer Journey, Marketing

Canopy Labs Panel on Personalizing the Customer Journey: The What, Why, and How

by Alexandra Maraldo on April 30, 2018

Canopy Labs Panel on Personalizing the Customer Journey: The What, Why, and How

Canopy Labs hosted an interactive panel discussion focused on personalization throughout the customer lifecycle on March 8, 2018, welcoming thought leaders and innovators from diverse industries.

5 Tips to Increase Engagement and Loyalty as a Transaction Based Firm

  • Offer free previews and packages for current customers to maintain dialogue with prime target audiences months in advance to new releases.
  • Present a blended digital campaign and gift guide leading up to the holiday season to spur up excitement for the prime sales season.
  • Create content personalized to a community instead of blast marketing using mass promotions and advertising.
  • Target content to individuals based on tracked behaviour, not self-selected preferences.
  • Invest in the creation and implementation of more advanced digital tools allowing for higher customer engagement.

On March 8, thought leaders in marketing and eCommerce shared their insights on the value of personalizing the customer journey and explored the intricacies of integrating marketing interventions into the customer lifecycle. The event encompassed a panel discussion featuring an all-star group of marketing innovators, moderated by Canopy Labs’ co-founder and CEO Wojciech Gryc. Panelists included James Connell – Vice President eCommerce & Marketing at Roots, Rob Lamb – Managing Director at the Canadian Opera Company, and Larysa Rodriguez – Director, Strategy and Channel Management, Global Targeted Marketing at Scotiabank.

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Uncategorised

Merging In-Store and Online Journeys for Chatters, Driving a 120% Increase in Omnichannel Conversions

by Adam Wells on June 1, 2017

Merging In-Store and Online Journeys for Chatters, Driving a 120% Increase in Omnichannel Conversions

Canopy Labs is excited to share our latest case study with Chatters, a leading provider of salon services and professional beauty products.

With a fast-growing online presence and more than 100 locations, Chatters knew they needed to deliver a personalized omnichannel marketing experience to their customers.

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News

Flaman Fitness partners with Canopy Labs to personalize health and wellness journeys

by Wojciech Gryc on May 18, 2017

Health and wellness involves complex buying decisions: from choosing gym equipment, to ensuring your nutrition choices are aligned, to picking which books and content you read. At Canopy Labs, we’re passionate about improving ourselves and helping those around us do the same. With this, we’re happy to announce our most recent customer: Flaman Fitness.

We’re happy and excited to be working with Flaman Fitness. Read the full press release to learn more.

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Marketing

Four Ways to Ensure an Independent, Transparent Attribution Solution

by Wojciech Gryc on May 17, 2017

When Facebook announced it was overcounting clicks and conversions on its video carousal ads, this wasn’t the first time this sort of issue had been announced. These sorts of errors and bugs occur across all advertising platforms. Worse still, data collection across advertising tools varies in quality and type of data, which leads to further reporting challenges.

Over the last few weeks, Canopy Labs has interviewed a number of attribution experts to understand how they deal with the challenges of incorrect data, bias in ad networks, and discrepancies in reporting. This is a big problem: many advertising budgets are higher than marketing budgets. Without knowing which channels actually drive acquisition, conversions, and customer growth, it’s impossible to drive the right marketing mix… You can’t make the right decisions with the wrong data.

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Customer Journey, Marketing

The Customer Experience Maturity Model (CXMM)

by Wojciech Gryc on April 25, 2017

Canopy Labs has now worked with over 400 companies that are interested in optimizing their customer journeys. During our five years working in this space, we have seen numerous varieties of skill sets, data sets, and capabilities.

The Status Quo

In a business environment where the only constant is change, whether it be from consumers or providers, companies need to be able to pinpoint problems with their customer experience and position accordingly. Yes, there are a plethora of tools and resources out there that help businesses improve aspects of their customer experience; however, the tricky part is selecting these tools wisely. One common challenge is maintaining a narrow and focused scope of action that fits your company’s strategic needs.  To overcome this challenge, you first need to assess and understand your company’s position on the CX spectrum, similar to a data-based SWOT analysis. You can then leverage your knowledge of your customer experience maturity to correctly approach improving the customer journey for current and prospective customers.

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Customer Journey

A Vision for AI-Driven Customer Journeys

by Wojciech Gryc on March 2, 2017

Companies are investing heavily in customer data hubs and integration strategies to build a full, 360-degree view of every customer. At the same time, marketing clouds are becoming more connected, enabling marketers to orchestrate their customers’ experiences in one place, across all channels.

However, as marketers work to map more complex and in-depth customer journeys, they tend to discover a scaling issue with these approaches: the more experiences, sub-segments, and models you optimize for, the more complex the entire orchestration process becomes. Ironically, this can lead to more manual work, where marketers need to create new content and copy, and manually run more campaigns. What marketers need is a solution that can automate the thousands of decisions around a customer’s journey, the experience they should be exposed to, and the content that enables this experience.

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