Improving Your Client Experience Journey With Video

January 10, 2024

In 2024, ExplodingTopics showed that 71% of consumers expect personalization and 76% are frustrated when they don’t get it. Let us begin with this: if you’re not using video to create a better experience for your customers, you are missing out on a huge opportunity. And, even if you are using video, you might not be sharing the right stories.

Video has become one of the most cost-effective ways to promote, train and support customers. It is a way of leveraging relationships to create an emotional connection with your clients and customers. If used the right way, video can both save you money and make you money. Here are some ways that you can use video to help personalize your customer experience journey:

Create A Need or Desire

Whether you’re selling a product or recruiting talent, a well told story goes a long way towards getting the viewer to purchase or apply. Compelling visuals, the right music track and sound design certainly help conjure the feels that inspire someone to take action.

Visual Problem Solving

Many issues customers face can be complex or technical in nature. Video provides an ideal platform to visually explain and break down complex problems or issues. And with the ability to pause and replay as needed, video makes it easier for customers to follow instructions and resolve their problems independently.

Quick and Efficient Information

Videos can convey information faster than text. I mean… would you rather read 2,000 words, or watch a video? Instead of spending time reading a lengthy email, customers can watch a short video that demonstrates your product, brand, or initiative in real time. You know – the whole “a picture is worth a thousand words” thing.

Introducing Your Brand

I’m sure you have already experienced this with your own research but studies have shown that having a video on your website can increase organic traffic by up to 41%. A simple About Us video or Promotional Video can turn a viewer on your website into a client.

Showcase new products or services

Use video to show demonstrations of new products and services that your company is rolling out. If done the right way – not too pushy or sales-y – videos can be informative and create excitement about what’s new at the company.

Types of Videos

There are tons of videos you can create to improve your client’s customer journey, but we always recommend starting with some simple videos you can implement into your strategy:

  • About Us Videos
  • Product demo videos
  • Explainer Videos
  • FAQ Videos
  • How-To Videos
  • Thank You Videos

The incorporation of video is not just a recommendation; it’s a practical necessity. As technology evolves, customers appreciate engaging visual content. Utilizing various video types, from How-To guides to About Us snippets, helps create a personalized customer journey.

The journey toward a more personalized customer experience is ongoing, and video serves as a valuable companion in this effort. Looking ahead, businesses embracing the potential of video will not only meet but exceed customer expectations, paving the way for lasting success in the ever-changing marketplace.

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