Personalized videos can dramatically impact multiple stages of a customer’s life.
There are times when the impact of a personalized video can define the retention of a client,
the acquisition of a new one or the increase in revenue.
Welcome to New Clients (“Onboarding”)
A new customer is a happy customer. And a personalized video within the first 90 days is a highly effective strategy for branding, building loyalty, and offering additional products and services .
With relevant, personalized, interesting and educational information, the welcome videos explain the product, coverage or service purchased, the benefits and, if applicable, the next steps to activate them. It is also an excellent opportunity to offer upgrades or additional services.
Video Invoice: Explanation of Invoices and Account Statements
These are personalized videos that explain the most important and complex sections of an invoice. One of the primary objectives is to anticipate customer doubts, generating greater confidence in the bill charges and reducing costs of calls to the customer service center.
In these videos, the total amount of the invoice and the expiration date are also usually highlighted, with the aim of reminding the client of the date of their first payment and thus reducing delinquency.
These videos are often combined with the welcome video to explain the first invoice. They are also used, in shorter versions, when there are plan changes or unusual charges in order to answer questions and explain in advance the extra cost that the customer will see on their next bill. Mistrust in billing charges is one of the main causes of attrition.
Special Events and Loyalty Programs
The Happy Birthday greeting is one of the most effective campaigns to make the customer feel unique and special, strengthening their loyalty to the brand.
This strategy also applies to anniversaries or achievements in terms of levels, status or loyalty campaign points.
Renewals
The time of renewal of services is usually also a time of re-evaluation of providers. That is why this event is critical in the relationship with the client and requires a specific retention effort.
Personalized videos are an excellent strategy to remind the customer of all the coverage and benefits of their contract and offer additional services and benefits that the competition may also be promoting.
Reduce Churn, Attrition
Personalized videos have an emotional effect that captures the customer’s attention and conveys a more effective message. By different metrics, when the desertion or migration of a client to the competition is foreseen, videos can be implemented that remind or offer high-value services or benefits and special promotions that mobilize the client to reconsider.
Sale of Additional Products and Services
Before new launches or as a marketing action, personalized videos are a powerful tool for selling new products or upgrades to the existing service. Personalization allows you to exemplify benefits and enhancements using customer data: comparisons to past usage and charges, how it impacts future payments, savings compared to current service, etc.
Branding / Loyalty
There are many products and services that, by their nature, do not require regular communication with customers. It also usually happens with the best clients, that by not having any irregular event, no communication is generated. The lack of communication translates into a gradual disconnection with the brand. The brand is losing value.
Personalized videos with institutional messages allow to maintain the link with the brand and customer loyalty.