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?”. Here is your answer.
Customer journey map definition
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.Read More
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.Read More
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:Read More
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.Read More
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.Read More
Health and wellness purchases involve 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 that Flaman Fitness partnered with Canopy Labs to understand and optimize the customer experience.
Flaman Fitness has chosen Canopy Labs to personalize its omnichannel customer experience and journeys. It provides home fitness and gym equipment and has a strategic focus on customer satisfaction and customer experience. The Canopy Labs platform specializes in analyzing and optimizing complex customer journeys. After aggregating omnichannel experience data, the platform personalizes email, website, and other marketing experiences to each unique person in the Flaman Fitness database.Read More
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.Read More
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.Read More
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.Read More
We’re excited to announce that Canopy Labs now offers direct integration with the PrestaShop platform – allowing PrestaShop merchants in over 200 countries to start delivering 1:1 marketing experiences to its customers, and drive increased revenue through predictive email marketing, website personalization, and more.
More than 250,000 merchants use PrestaShop to power their eCommerce stores – and as customers of many of these businesses ourselves, we’ve been eagerly waiting to offer compelling products to this diverse community of merchants.Read More