Sammy Lau

Sammy is the Growth Manager at Canopy Labs, working in marketing, digital communications, and brand outreach. He was previously at the United Nations, and is a Loran scholar. Get in touch with him @SammyLau!

Why Museums Need a Lifetime View of Patrons

Museum Patron LTV

Picture the last time you visited a museum, whether in your city or on a recent vacation. You probably went online to check opening hours, exhibitions, and ticket prices. You arrive at the museum, wait in line to purchase your tickets, spend a few hours viewing the collection, and stop by the museum store on your way out. You might find there’s so much left to see, you join as a member so you can come back again soon.

Every little interaction that day – from browsing the website, to purchasing a souvenir at the end of your visit – impacts whether or not you had a positive experience, and will consider visiting again.

How A Fashion Retailer Grew Online Order Value By 26%

Product recommendations are quickly becoming a staple of online shopping experiences. Whether it’s or a new Shopify store, more and more companies are incorporating “Also Recommended” or “Customers Also Bought” offers to their site. However, too many recommendation engines today are still a bit clunky – if you look at one pair of blue jeans, suddenly all you get are offers for dozens of blue jeans.

Today we’re sharing how one fashion retailer used a different approach to product recommendations, leading to a 26% increase in Average Order Value.

Grow Click Rates to 10% Using One-Click Email Surveys


In our last blog post, we touted the benefits and popularity of one-click email surveys, particularly compared to traditional tools like Google Forms and SurveyMonkey. But how do these surveys perform in terms of engagement?

Online surveys typically suffer from low response rates (and even lower completion rates, especially if a survey takes more than a few minutes to complete). A University of Florida study found that online surveys are 11% less effective than mail/phone surveys, and response rates of 2% are not uncommon. The advantage, of course, is that online surveys cost very little to run, and give easy access to tens of thousands of respondents.

Given the benefits and ease of one-click surveys, they should theoretically see higher response rates than traditional surveys. Does this actually hold true?

Why You Should Send One-Click Email Surveys

Every company wants to be asking customers how they can improve their products and deliver a better customer experience. This feedback is often collected through telephone calls, focus groups, or conference workshops. From our experience, the most common approach is a digital survey, where a customer receives an email asking them to fill out a long website-based feedback form.

Why It’s Time To Start Planning For Black Friday


Summer is well underway, and many businesses are beginning to promote Back-to-School sales. For marketers, now is the time to start planning for Black Friday and your marketing campaigns for the 2015 holiday season.

Black Friday continues to grow in popularity, with 2014 eCommerce revenue growing another 26% to reach $1.5 billion in the U.S. alone. Many of the businesses we work with generate nearly 50% of their annual revenue during the Thanksgiving weekend.

Introducing our Guide to Cohort Analysis


Marketers know that customer retention plays an important role in fostering customer loyalty and revenue growth. After all, if you are losing a large chunk of the customers you bring in every month, then your hard-earned customer acquisition efforts are being siphoned away by churn.

But how do you know if your recent marketing and retention campaigns are performing well? In aggregate, top-line metrics such as customer growth or total revenue tell you very little about your individual customers, and can even hide recent successes – or problems – in your acquisition or retention efforts. Are newer customers acting in a similar way as our customers have in the past? Do these new customers spend as much as past customers? How much are they likely to spend in their first year?

Every Business Should Send Triggered Emails. Here’s Why


Marketing automation has become an increasingly critical part of every organization’s digital strategy. From sending post-purchase surveys to abandoned cart emails, customers now expect helpful reminders with timing and content that’s personalized for them. Triggered emails based on certain actions or behaviors are the key to offering personalized and thoughtful customer service without putting more work on the marketer’s plate. What’s more, they represent easy opportunities to generate additional revenue and build brand loyalty in every one of your customer interactions.

Here are six reasons why every business should be sending triggered emails:

Personalization Is More Than Just %%Dear First_Name%%


According to Econsultancy, 94% of businesses now recognize that personalization is “critical to their current and future success”. Here at Canopy, we’re excited to hear the idea of personalization being embraced by more and more businesses. But what exactly do most marketers mean when they talk about implementing personalization – and is it going far enough to achieve their business goals?