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More video to engage customers, employees

Video is a great way to engage with customers. A few weeks ago I posted a blog touting the benefits of using video to invite customers to participate in a survey. In today’s blog I’ll share thoughts on using video to follow up after you have gathered their feedback.

The customer follow up video

What is it: Rather than sending an email (or nothing at all!) some customer focused companies are sending a video from a senior executive to thank survey participants for sharing customer insights and to let them know their voice has been heard.

Key content: There are four key components – (1) thank them up front, explaining how important it is to receive customer insights, (2) mention a few of the good things that customers had to say about the company, (3) touch on some of the negative feedback that was received and what is being done about it, and (4) thank them again. Don’t forget to mention that you will seek their input again in the future.

Benefits to customers: They see that their insights are being put to use. That should enhance your customer loyalty and improve the chances of getting more feedback in the future.

Benefits to employees: Your colleagues hear from a senior executive that important customer initiatives are being put in place. Engaged employees will hopefully respond with customer focused decisions and actions.

The video below is a quick attempt to provide an example. See what you think.

Again, used effectively, video is a great way to get your message across in a very personal genuine manner.

About the Author

Patrick Gibbons

Patrick Gibbons

As Principal and Senior Vice President of Marketing for Walker, Gibbons has global responsibility for definition, branding, and promotion of the company and its solutions. Gibbons has published and/or contributed to a number of articles, papers, and blogs on customer intelligence topics and has a regular column in CRM Magazine. He has been a featured speaker at a wide range of conferences, and has produced a series of educational events for customer experience leaders.

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0 thoughts on “More video to engage customers, employees

  1. I couldn’t agree with you more about using video to get your message across, whether it is on a website, a webinar or send out a DVD of a corporation’s capabilities. I would like to invite you to visit my website a CMC Media Group is a certified WBE interested in becoming a registered vendor to Walker. Could you please tell me how to make that happen?

    Thank you,
    Norma Commorato
    President & CEO
    CMC Media Group, Inc.

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