3-16-11 My friend Kurt Hines at HLC Technology Solutions just sent me an excellent article in today’s New York Times about a whole slew of companies that have started communicating directly with their customers via web video. It also mentions one thing I’ve been saying for years, that video now is what having a web page used to be: the way to stand out from the crowd and get noticed. It’s well worth the read.
My favorite points from the article:
1. A series of videos posted on one company’s website reduced customer questions by half. This not only freed up sales staff to be more productive, it actually allowed the owner to avoid hiring several more employees.
2. The videos also allowed the same company to shave 40% off their customer service budget and do away with phone support completely.
3. Instruction manuals and how-to guides work much better as videos for more and more companies.
Here’s the article: http://www.nytimes.com/2011/03/17/business/smallbusiness/17sbiz.html?_r=1
Google recently announced that they would extend “instant preview” in order to make video searches faster and more interactive. The idea is to let viewers spend less time searching and more time watching videos by including more information during the search process. Users just click on the small magnifying glass to the right of the search description in order to see a pop-up with more detai. The catch is, depending on your browser, it might be easy or not so easy to enable instant preview so that you can see the magnifying glass in the first place.
Exact measurements of web video’s ROI are difficult to come by since video is usually a piece of a larger social media puzzle. Using video means buying into the bigger picture of how best to engage clients in a web environment. Online video is an effective way to promote your brand and practice good business ethics – in this light, it is likely to help in some ways that you can measure and some ways that you can’t.