A customer journey video tells the customer what to expect. What is the step-by-step process of engaging your company? What will happen from the first phone call through service completion? This kind of video identifies key interactions between a customer and a service provider. It can answer questions, quell fears, and generally put a viewer at ease.
A Customer Journey Video By Any Other Name…
Customer journey videos are like a sub-topic of several other kinds of videos:
- Explainer
- How to
- Procedural
- Training
- Demo
It’s All About Perspective
Have you heard of a customer journey map? Well, a customer journey video is kind of the inverse of that map, showing the journey from the customer’s perspective. These videos are useful for anything that has a standard procedure. For example, you know that video that plays before the plane takes off? Bingo! We all fear the unknown. Educate your customer to allay that fear and make them familiar with your business and the procedure you use.
This kind of video works well for complex or difficult to understand services. Spell it out for your customer. It also addresses unfamiliar processes such as getting your passport, boarding your cruise ship, applying for a loan. But don’t think these need to be dry or boring. Check out this video on website security:
https://www.youtube.com/watch?v=N4TgirARTn4
Hitting the Main Points
Start your customer journey video by acknowledging why the customer is using your service. This can be done by identifying a pain point (see SiteLock video above) or simply greeting your audience. The jumping off point will be dictated by the service and whether you’re greeting a potential user or a captive audience. A simple explanation of the video and why it’s useful is a good start.
Once you’ve engaged the viewer, take them on the customer journey. Keep the language simple and easy to understand. Using complicated language or too much detail will leave the viewer with more questions than when they started. If your product or service is difficult to illustrate with live action, consider using animation. A good overall guide is to answer any FAQs your business gets and hit the main points of your process.
Step by Step
The first step to creating a customer journey video is to give us a call at Key West Video. We can help you decide what kind of approach will help you connect with your audience and put them at ease. Did we mention that this kind of video can save you time when it comes to explaining your services? Just another reason to reach your customers through video.
