Customers love this overlooked CRM strategy

In Customer Experience, Featured on App, Marketing and Sales, Omnichannel by Kevin Kelly

video,, CRM, video, content marketing, omnichannel, multichannel, multichannel marketing, marketing, marketing analytics, marketing campaign, Marketing Tactics

A new survey out today celebrates the importance of video content in forging a stronger relationship between a business and its customer.

Really? Do videos truly play a pivotal role in building a relationship with customers?

On a personal level, I'm hesitant. I love video content but often find them tedious and poorly produced. They have to be original content that adds value to the creative curation of a site or a brand for me to really enjoy them. Nonetheless, I think I am more inclined to press play instead of scroll down a page reading. Video CRM makes sense.

Take a look at some of the findings:

Impact of Engaging Customers

· Eighty-one percent described video as extremely or very important in engaging customers. (source:TechValidate. TVID)

· Thirty-five percent of respondents cited retaining and growing their subscriber base as the primary purpose for using video to engage with customers. (source:TechValidate. TVID)

· Twenty-eight percent said they use video to help convert prospects into customers. (source:TechValidate. TVID)

Benefits of Online Video

· Eighty-one percent stated that video allowed deeper engagement with audiences. (source:TechValidate. TVID)

· Seventy-two percent agreed that video helped them deliver messages more clearly and efficiently to target customers. (source:TechValidate. TVID)

In this sense, I think I may have underestimated videos as a fantastic CRM strategy. There is nothing like a flat out genius video campaign to solidify a brand.

Learn more about these strategies at the US 2013 Customer Festival this October where top marketers and c-levels will be discussing tangible loyalty solutions.


[photo – flickr Jill]