Customer Journey, Marketing

What is a 360-Degree Customer View?

by Wojciech Gryc on May 6, 2015

What is a 360-Degree Customer View?

One of the most common challenges we come across when talking to businesses is the need for a unified profile of each customer. A 360-degree view of your customers affords you the ability to respond to, and optimize for, each customer’s context and journey. Building this view can come with technical challenges, but the investment often leads to happier customers, more frequent purchases, and ultimately more revenue for your B2C business.

What you can do with a 360-degree customer view

1. It aggregates all your customer activity into one place. Customer activity is centralized into this view, so your business can track which channels each customer prefers, how they interact with you, and what their preferences seem to be.

Read More

Customer Journey, Product Updates

The new Canopy Labs: optimizing and mapping the customer journey

by Wojciech Gryc on March 5, 2015

The new Canopy Labs: optimizing and mapping the customer journey

Over the past year, we’ve had the pleasure of working with companies to analyze and optimize over $15 billion in annual revenue. We’ve helped NHL teams sell season tickets, retailers with hundreds of stores personalize customer offers, and travel companies personalize product bundles for every traveller.

In the process, we’ve learned about the incredible importance of the customer journey. Every customer reaches a buying decision in a unique way, and understanding their stage in the buying cycle is critically important to converting them and earning their loyalty.

Read More

Email, Marketing

Why Every Business Should Send Triggered Emails

by Sammy Lau on February 24, 2015

Why Every Business Should Send Triggered Emails

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:

Read More

Marketing

Opportunities for Personalization in the Travel Industry

by Wojciech Gryc on February 4, 2015

Opportunities for Personalization in the Travel Industry

Travel is one of the most logistically complex and data-heavy consumer-facing industries in the world. There’s nothing more difficult than optimizing for flight paths and times, finding a hotel, and ensuring you’ve considered a car rental… And this all happens after a consumer decides to make a purchase, which could take several weeks or months.

With so much complexity, it’s no wonder that personalization technology has yet to see universal adoption in this space. Many smaller companies still operate on a direct sales model, where an agent tries to determine an ideal trip. Alternatively, much of the searching and work is done by the consumer — from seeking hotels, to running their own filters on a website, and booking a reservation for themselves.

Read More

Product Updates

How to use 360-Degree Customer Views for Marketing Attribution

by Wojciech Gryc on January 27, 2015

How to use 360-Degree Customer Views for Marketing Attribution

A common request we hear from our users is, “How do I use 360-degree customer views to generate more accurate or detailed marketing attribution reports?”

Because Canopy Labs’ platform tracks a company’s website activity as well as purchases, subscriptions, or other transactions, we actually enable an extremely versatile way to generate such reports. Today, we’ll show you two examples of marketing attribution using our new platform: one shows how to create a basic attribution funnel, while the second demonstrates how to generate reports for multi-touch and omnichannel marketing strategies.

Read More

Product Updates

We’re Releasing a Funnel Analytics Platform – Sneak Peek

by Wojciech Gryc on January 21, 2015

Over the past few months, we have been working on a completely revamped front-end for the Canopy Labs platform. This includes a fully flexible and customizable funnel analytics query engine. You can select a few actions you want to report on, and we’ll generate customer lists and reports based on everyone who has experienced such a customer journey. Here’s a short video:

Of course, there’s more to it than creating lead lists. You can also generate charts and reports based on the funnels you’re building or the resulting segments. Voila, another video:

Read More

Marketing

Three Opportunities in Analytics for Financial Services

by Wojciech Gryc on January 15, 2015

Three Opportunities in Analytics for Financial Services

Over the past several years, the Canopy Labs team has interacted with a number of financial services companies — in banking and in broader services, such as insurance and management consulting. Our experiences have given us a look into just how similar most analytics capabilities are within these companies, and to think of some opportunities to grow the effectiveness of their models and predictions. With that in mind, we’d like to share a few ideas that have yet to be in widespread use in financial services and represent opportunities for a bank or credit union to differentiate themselves. Here are three growing opportunities in analytics for financial services.

Behavioral web data

Even though most companies are collecting data on their website visitor and behavior, we have yet to see a financial services institution that is using this data effectively to segment clients and optimize their outreach. This is a no-brainer and does not even require further analytics; simply sending triggered e-mail marketing or running cold calling campaigns based on the resources a customer requests is a quick win for any data-oriented financial services organization. Indeed, this is often a better approach than investing in more heavy duty modelling capabilities.

Read More

Email, Marketing

Personalization Is More Than Just %%Dear First_Name%%

by Sammy Lau on January 6, 2015

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?

Indeed, personalization is more than just writing ‘Dear %%First_Name%%’ or customizing a few text fields. Real personalization involves tailoring the content that your customers receive, and the sort of products or services that are suggested specifically for them. When done right, personalization not only recognizes that there is an individual behind every email and website click, but ensures that their experience is catered to their interests and respects their time.

Read More

Uncategorised

How Retailers Fared on Black Friday 2014

by Sammy Lau on December 1, 2014

Best_Buy_Outage

It seems that starting holiday sales as early as November 1st has taken some of the excitement of Black Friday away from consumers.

According to the National Retail Federation, U.S. consumer spending fell by 11% this Thanksgiving weekend, with 2014’s $50.9 billion down from $57.4 billion in 2013.

Read More

Uncategorised

A Brief History of Cyber Monday Outages

by Sammy Lau on November 26, 2014

Kohls

Black Friday and Cyber Monday represent the biggest sales days of the year – according to Oracle, consumers spent more than $2.9 billion online in the two days alone in 2013. In the UK, consumers are expected to spend a whopping £360,000 per minute for Black Friday this year, and Shop.org predicts an 8-11% increase in holiday spending across November and December.

If your business has been hard at work over the past few weeks promoting Black Friday and Cyber Monday discounts, the last thing you want to encounter is a website outage on the most important weekend of the year. Some of our customers generate nearly 50% of their annual revenue during the holiday period, so every moment lost due to web performance issues can have a major impact on the year’s revenue numbers. Worst of all, your competitors are likely benefiting from customers who were originally planning to purchase from your business.

Read More

Stay Informed!

Get free resources, sales advice and news delivered right to your inbox.