Video Marketing And The Customer Experience

By Harold Brown

Video marketing certainly isn’t one of those now infamous “build it and they will come” scenarios. The assumption there being that people will flock in droves to whatever you have built and then willingly participate with it.

Bruce McKenzie offers some insights on the customer experience in this article about the customer journey and how video interacts with the journey.

What Does Video Marketing Have to Do With the Customer Experience?

By Bruce McKenzie in Marketing Sales Copy Video Marketing

I’ve never liked the term video marketing. It’s not so much the ambiguity — we can all agree that “video marketing” and “marketing [of] video” are not the same thing. What bothers me is that “video marketing” implies that a video marketing strategy exists in isolation from the rest of your online marketing strategy.

IBM recently published a white paper, “You Don’t Need a Marketing Video. You Need a Video Marketing Strategy.” The gist of it is that marketers should produce a mix of long, short, and live-streaming videos. Then they should deploy them with marketing automation software on a powerful distribution platform (IBM Cloud Video is favorably mentioned). The goal is to “reach your target audience.”

LeadGen expert Brian Carroll of B2B Lead Blog is a proponent of empathy in B2B marketing. He advises us all to take a step back and consider marketing as something we’re doing for customers, not to them. He points to a Forrester Consulting finding, “65 percent of marketers struggle to employ emotional marketing as they turn to automation to improve customer engagement.”

As you plan out a video, it’s certainly worth asking questions like:

• Are my videos personalized for the customer, or do they feel like mass market advertising?

• Do I have a lot of data on what interests customers? Viewing data? Any data?

• How does this video help build a relationship?

Along the same lines, videos can enhance other content by helping to summarize and promote it. Has one of your subject matter experts labored over a particularly informative blog post? A short video summarizing key points can help make it clearer and encourage more readers. That way you get more value from the intellectual resources that went into the blog post by reusing them to create new content that increases customer engagement.

By focusing video on the customer experience, you end up with a better content marketing strategy, not a better video marketing strategy. Vidyard recently published an infographic that cleverly maps 12 types of video productions (explainers, product info, chalk talks, personalized, etc.) to the customer lifecycle and suggests appropriate levels of production values for each genre. It’s worth a look. But this “generic” approach to video is mostly geared to marketing content that is promotional.

There are lots of other ways to make video that is simply engaging and informative. CSO Insights research director Tamara Schenk, an authority on sales enablement, has noted that salespeople often complain that the content they’re given to work with Go to the full article.

Source:: AMG

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