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Customer service is the ultimate win-win. It drives retention — 95% of customers say it’s important for earning their loyalty. And it cuts costs by dramatically reducing calls to your call center. In short, happy customers are better customers.
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Why CX Is the Key for Travel Brands Looking To Stand Out
The travel industry has grown rapidly, with more people traveling than before. Global travel and tourism revenue hit $916 billion in 2024 — and it’s only going up from here. The market is projected to grow by 4% annually, reaching $1.11 trillion by 2029. As travel surges and competition heats up, the customer experience (CX) has emerged as the most effective way for travel businesses to acquire and keep guests. While consumers are eager to travel, new pain points can easily get in the way of their excitement. Delays in flights, for instance, increased for most major U.S. airlines in the first half of 2024, with over 20% of flights delayed in August for 9 out of 10 carriers. Issues like these are becoming increasingly common in this current era of travel, and they can ruin brands’ chances to win and secure consumers — especially considering the rise of “JOMO”
How Video Is Driving Customer Communications
Marketers have been turning to video for years to overcome the challenges of text communications. Video is more memorable, shareable and engaging — and people love it. It accounts for the vast majority (over 80%) of all consumer internet traffic. But video technology is changing. Previously, brands used video mainly to communicate big messages. Think of splashy branding campaigns or ad spots to raise awareness. Because video was expensive and often hard to produce and update, it rarely found its way into day-to-day customer communications. Not so anymore. Video doesn’t have to be generic for a broad audience. It can be timely, interactive and deeply relevant for current and prospective customers. One of video’s greatest strengths is its ability to convey tone, body language and emotion, making customers feel truly connected to your brand. This makes it a powerful tool for building meaningful relationships and delivering exceptional customer service. By
7 Do’s and Don’ts of Video Personalization
Video personalization is an incredible tool for customer engagement, letting you deliver tailored, relevant information in a format that’s compelling and easy to digest. It’s no wonder major brands are turning to Personalized Video to capture attention and drive action, especially since you can now develop and launch campaigns quickly, without headaches and at scale. If you’re thinking of implementing video personalization in your next marketing campaign, it’s important to get it right. Here’s a list of 7 major do’s and don’ts to know before you get started. 1. Do Personalize Early When it comes to grabbing attention, timing is everything. Personalization works best when it’s front and center from the start. By showing your customers right away that this video is tailored just for them, you’re immediately setting it apart from all the generic content out there. For instance, including their first name in the first few seconds or
How To Reduce Customer Churn With Personalization
When something is broken in your business, it can be difficult to come together as a team and identify the root of the problem. In the case of customer churn, however, there’s a strong consensus among industry experts who say that your broader customer experience strategy has a profound impact on your retention rate. According to Gartner, CX drives over 66% of customer loyalty, more than price and product combined. That includes everything from onboarding to customer service. It’s whatever makes your experience unique from your competitors. And as you’ll read below, reducing customer churn requires a customer-centric approach, enriched through personalization and a strong CX. While churn is often overlooked, secretly undercutting your bottom line, if you’re here, you know it’s a problem. We’ll dig into causes and solutions below, leave you with a few next steps for churn prevention and, even better, build a roadmap to strengthen customer
Cutting Call Volume for Telecoms: How Dynamic Videos Help
According to an Ericsson survey, it takes smartphone users 4.1 days to successfully complete an interaction with a service provider, on average. And this has a massive impact on satisfaction levels — the number of satisfied customers decreases by nearly 30% after more than 1 day of trying to resolve something. To streamline the customer service experience, telecommunication companies are turning to digital tools. The issue, though, is that generic emails and automated replies lack the empathy needed during this critical touchpoint. To add back a human touch, telecommunication companies can use videos to break down what customers need to know. Better still, make them personalized to every viewer, giving customers relevant answers when and where they need them. It’s called Next Generation Video — and we’ve seen it slash call center volume by over 70%. Curious to see how it works? Keep reading. What Is Next Generation Video? Over
5 Surprising Ways Video Marketing Can Improve Customer Retention
If you’re looking to improve your customer retention rate, video marketing might just be your secret weapon. We’ve talked about it before. Customer engagement positively impacts ROI, with fully engaged customers more likely to stay loyal and spend more money over time. And here’s where video comes: It’s one of the best tools you can use to build and maintain that engagement. People are drawn to video because it’s dynamic, entertaining and easy to digest, making it the perfect medium to engage your audience. Instead of just telling them why they should stick around, you can use video content to give them a reason to. Think about it this way. If you had to pledge your loyalty to a particular friend, wouldn’t you choose the friend that regularly connects with you? The one who shares exciting updates, offers helpful advice and adds value to your life? The same goes for
5 Tips To Create Support Videos for Your Customer Portal
Customer preferences and needs change over time. Among the recent rising consumer trends is the demand for self-service options. A recent report revealed that 81% of consumers want more self-service options — yet, only 15% of them expressed a high level of satisfaction with the tools available to them today. In other words, there’s a huge gap between what customers want and what they’re currently getting. This presents a golden opportunity for businesses to step up their game with their self-service offerings. By providing more tools — like well-crafted customer support videos — you can not only meet this demand but also set your brand apart from competitors. So what’s behind the appeal of self-service? The reasons are many but, in general, it saves users time from interacting with a business. Customers often seek quick solutions or answers to simple questions, wanting a convenient option that efficiently and clearly solves
Customer Engagement in Insurance: Challenges and Solutions
Whether it’s digital innovation or a global pandemic, the world is always changing and bringing with it new challenges. For insurance companies, which have already been struggling to keep up with the speed of new innovations, identifying the obstacles ahead will be vital for success. For instance, McKinsey & Company recently found that more than 30% of insurance customers are dissatisfied with the digital channels available. Meanwhile, insurtech and other financial players are shaking up the competition with their offerings, pushing traditional insurers to rethink their customer engagement approach. But no obstacle is too great as long as you have the right strategies and tools in place. From embracing digital communications to prioritizing CX, here’s how to overcome today’s biggest engagement challenges in the insurance industry. Engage With the Digitally Savvy Insurance Consumer With technical know-how and an abundance of information at their fingertips, the digitally savvy consumer — including
Churn Management: How To Prevent Customer Loss
Churn management is an important component of any business. Research shows that it’s 5x-6x more expensive to acquire a new customer than it is to simply retain an old one, underscoring the importance of preventing churn by keeping your current clients happy and engaged. To help your business drive long-term loyalty, we’ll cover how to perform and optimize churn management by analyzing data from past interactions with customers. We’ll also cover various ways that you can use churn management techniques within your organization, including improving customer satisfaction, measuring customer loyalty, identifying problem areas within your business and implementing effective retention strategies. Whether you’re looking to build a loyal customer base or aiming to enhance your retention efforts, this guide will provide you with the tools and knowledge needed to keep your customers coming back. Want to watch instead of read? Check out the overview view below, made in minutes from
The Ultimate Guide to Personalized Video
From reducing service calls by 30% to uplifting conversions by 9x, we’ve seen firsthand how Personalized Video can improve the customer experience and drive real results for businesses. While Personalized Video is undeniably transforming how we connect with audiences, the concept can be a bit confusing at first. Is it just adding someone’s name to a video or is there more to it? Who can leverage Personalized Video and what do you need to launch campaigns effectively? No worries — we’ve got you covered. This guide will demystify Personalized Video, explaining what it is, what it looks like and how you can use it to connect with your target audience in a truly unique way. Ready to dive in? Here’s everything you need to know about Personalized Video. What Is Personalized Video? Picture a video that speaks directly to you — literally. It greets you by name, shows content tailored
Safeguarding Patient Data: A Guide To Secure Personalization in Healthcare
In today’s world, healthcare demands a tailored experience. No longer satisfied with a one-size-fits-all approach, patients want every aspect of their healthcare journey — from communications to services — to be aligned with their specific needs and preferences. In response, healthcare organizations have turned to personalization, an approach that, according to McKinsey, can lead to better experiences, higher quality of care and a reduction in avoidable healthcare costs. Yet as health services and records become increasingly digitized, data security has become a major concern for both patients and providers. Patient data is incredibly personal and sensitive, and ensuring its protection is essential for maintaining safety and trust between patients and providers. Between delivering personalized experiences and safeguarding sensitive data, it’s clear that there’s a delicate balance to strike. How can providers ensure security while delivering tailored experiences to their patients? Let’s dive into the essential healthcare security requirements to consider
The Psychology of Retirement Savings (And How Video Helps)
What does choosing between eating a banana or chocolate have to do with retirement savings? It may seem like an odd question, but it actually holds key insight into the psychology behind our financial decisions.
From SaaS to SwaT: A Service-First Tech Model
In the unabated sprint towards all things AI, it seems humanity is being left in the digital dust. Are we really ready to let our experiences be governed solely by software? Or do we still yearn for the comfort of human connections and trusted fellow travelers to help guide us on our journeys?
Mercedes-Benz Finance Engages Customers With Idomoo Personalized Video
How can you engage customers, promote self-service, boost your bottom line and go green, all at the same time? Sometimes, it just takes the right digital tool and an innovative approach. That’s what Mercedes-Benz Finance found when they leveraged Idomoo’s Next Generation Video Platform to create Personalized Videos for both the beginning and the end of the customer journey. At the start of the customer’s journey, the video welcomed them to Mercedes-Benz Finance, explained what to expect, and shared how to manage their agreement in the self-service portal. Near the end of their agreement, customers received a video that covered their options and next steps for their agreement. Combined, the videos represented a powerful, personalized approach to customer communications. Using Idomoo’s platform to seamlessly blend creative with customer data at scale, each video was 100% unique with personalized details like customer name plus dynamic scene logic for different flows. Take
How Video Marketing Clarifies Bill Communication
Go ahead — shout out some words to describe video marketing. Sleek? Modern? Easy to watch? Engaging? Now think of how you’d describe bill communication. Dry? Confusing? Boring? Boring? Did I guess right? In general, video gets labeled trendy and fun (if you said “expensive,” you need to read the first in our roundup of video marketing myths) while bill communications are considered dull. So how can video and bills — two things that are so very different — get into the same message? And why does it matter? That’s a lot of questions for one blog intro. Read ahead. We’ve got answers. The Problem With Bill Communications If you think your bill communications are tedious, we can guarantee your customer thinks the same way. Just imagine how it feels from their end. We do so much to get new customers on board with fancy advertising campaigns. Marketeers, designers, brand
5 Reasons Your Customer Service Strategy Isn’t Working
You know customer service matters. The vast majority (95%) of consumers say it’s critical for brand loyalty. And 93% of customers are likely to make repeat purchases with companies that provide excellent customer service. But an influx of new technology, processes and channels have made customer service increasingly complex, leaving brands struggling to keep customers happy. What happens when your customer service strategy falls short? Ultimately, loyalty suffers. Maybe you’re seeing a dip in your NPS scores or noticing that churn is on the rise. We’re here to help. Below, we’ll dig into the top 5 reasons your customer service strategy may be leaving customers frustrated. 1. You’re Reactive, Not Proactive Customer service isn’t just about solving problems. It’s also about preventing them. By doing so, you avoid preventable issues that can upset customers. Better still, it shows customers your dedication to creating a seamless customer experience before they have
5 Reasons Why Your Brand Should Invest in Customer Education
There’s a lot of talk about customer experience these days, and rightfully so. Consumers expect more from brands than ever before, including personalized experiences, brand-relevant content and access to information on demand — all of which requires brands to invest in their customer education strategy. The good news is that many brands are already investing in their customers’ education. But for those that have yet to take the leap into this strategy, here are five reasons why you should. What Is Customer Education? While education and support are similar, they’re not the same. Think about the timing of each approach. Customer support is reactive. When a customer reaches out, the support team is ready to answer and resolve issues. Customer education, on the other hand, is proactive. Your customer success team takes the initiative to teach new customers about your company and products before questions arise. This can look like:
Customer Onboarding: Best Practices for Your Business
A positive customer onboarding process can instill confidence in your customers to stick with your brand. A negative experience, on the other hand, can quickly turn them away to your competition. Over 60% of consumers consider a company’s onboarding process in their purchasing decision, and close to 9 out of 10 (86%) say that for them, better onboarding content means higher loyalty. It’s obvious the onboarding process plays a critical role in customer churn. How can you make sure your brand offers an onboarding experience that inspires customer loyalty and boosts satisfaction? From adding personal touches to collecting customer data and more, we’ll share how to start the customer journey off right. Why Is Customer Onboarding Important? New users are just getting started with your product or service. And a customer that fails to learn how to use your product or service is unlikely to stick with your brand for
5 Top Tips for Boosting Your Customer Lifetime Value
In today’s business climate, customer loyalty is increasingly elusive. According to research from Inmar Intelligence, almost 65% of consumers have switched brands either “often” or “very often” within the past three months. With that being said, it’s more important than ever to make the most of your current customers — and increasing your customer lifetime value is a great way to start. Boost your customer loyalty. Encourage repeat business. Watch your bottom line grow — it’s all possible when you start investing in ways to increase your customer lifetime value. We’ll share our five top tips and tricks to help keep your CLV high throughout the customer journey. Ready to get started? Let’s go. What Is Customer Lifetime Value? Customer lifetime value (CLTV) measures the value of a customer over the course of their relationship with that business. It shows the total revenue a brand can expect to earn from
Retention Marketing: Tips and Tricks for Long-Term Loyalty
While many business owners focus on marketing their products and services to new customers, it’s important to pay attention to the customers that you already have. Your current customers are a source of repeat sales, whether you’re selling physical goods or digital marketing services. Good retention marketing practices help you build strong customer relationships over time and keep your brand top-of-mind so customers come back when they need more of your products or services. This can have a huge impact on your CX, customer satisfaction — and profits. Research from Bain & Company shows a 5% increase in retention increases profit by 25%-95%. Ready to start? Here are our tips and tricks on how you can use retention marketing to drive long-term loyalty. What Is Retention Marketing? One of the most important aspects of any business is keeping your customers happy. However, keeping your customers’ needs in mind is more
Why Today’s Marketers Must Use an Omnichannel Approach
The world of marketing is rapidly changing. Today’s consumers are more digital than ever, and they’re expecting brands to keep up. At the same time, consumers are also becoming increasingly savvy with their devices and are navigating through the digital landscape with ease. To meet these changing consumer expectations, you need to consider how to be omnichannel in your approach. By implementing an omnichannel strategy, you can give your customers the CX they deserve wherever they are — whether it’s on social media, via email campaigns and beyond. We dig into the benefits marketers are seeing by using this strategy below. Omnichannel Marketing: What It Is In the past, brands interacted with customers in channel silos. But customers no longer limit themselves to a single channel. They’re constantly switching from websites to apps and more to complete a single task. To adapt, brands are using omnichannel marketing — a strategy
Clear Communication in Financial Services: The New Mandate
The FCA is raising the bar for customer care in the financial services landscape. Firms must now adhere to the Consumer Duty: a package of measures that aims to improve customer outcomes with better communication. This new Consumer Duty, recently issued by the U.K.’s Financial Conduct Authority (FCA), mandates that information must be easy for customers to see, rather than buried in paragraphs of text. Jargon must be swapped for easy-to-follow language. With clear, transparent communication, customers will be able to make more informed choices and see improved outcomes, especially critical during a time of financial uncertainty for many. It’s a big deal — a “paradigm shift” regulators are calling it. How these rules are put into practice is up to every firm. But one thing is certain: communication must be digital. Today’s customers are always online, and better communication starts with reaching customers where they are: on their phones,
Financial Brands Quick To Adopt Advanced Video Interactivity
A version of this article appeared on Global Fintech Series. You can read it here. If you keep up with the world of digital video, there’s one term you’ve been hearing a lot recently: interactive video.
5 of the Most Common Types of Personalized Videos
Consumers are used to digital experiences targeted to their interests and actions. From e-commerce websites to personalized emails, companies are tailoring their communications to the individual. And their video marketing is no exception.
Why Banking Loyalty Is More Important Than Ever
The value of brand loyalty cannot be overstated — especially in the banking sector. Loyal customers recommend their bank up to 6x more, spend 25% more (on average) on their credit cards and are less likely to switch to a competitor, according to a study by Bain & Company. It’s obvious loyalty is critical for banks, but it’s getting hard to come by.
Customer Experience Marketing for Better Business Results
Imagine you’re about to contact a company’s customer service. You come to find out the employees are unhelpful and the wait time is long. Would you continue to do business with them?
Credit Unions Gone Digital: How Video Adds a Personal Touch
For decades, credit unions have offered incredible rates, low fees and face-to-face interactions — an exceptional CX many traditional, major banks are unable to offer. And it’s obvious this customer-first approach works. An impressive 90% of surveyed members believe credit unions are a great place to find both financial advice and guidance.
How Mortgage Lenders Boost Satisfaction With Dynamic Video
How has the mortgage industry adapted to our increasingly digital world? For one, mortgage companies have upped the ante on their digital transformation efforts across all facets of their businesses. Automation — from collecting payments to customer communications and everything in between — continues to be a top priority for industry leaders who are constantly seeking to deliver that “next best customer experience.”
Utility Companies Use Video To Help Customers Go Green
Today’s consumers are increasingly invested in sustainability. We’ve become so drawn to environmental news that reporters have even come up with a term for it: “doomsday scrolling.”
Why Insurers Needs To Leverage Personalized Marketing
In a data-driven world where customers are used to seeing targeted recommendations via brands like Netflix or Amazon, it’s no wonder that personalization in insurance is in demand.
Why Your Video Marketing Isn’t Working: 5 Pitfalls To Avoid
We’ve said it before and we’ll say it again. Yes, video marketing is here to stay. Once a “nice to have” is now a “must-have.” But what happens when you’re implementing video marketing and still not getting the results you want?
How To Create Personalized Experiences for Gen Z Consumers
A version of this article appeared originally on Customer Experience Magazine. You can read it here. When it comes to customer experience, the newest generation of consumers is set to disrupt the status quo. They have different brand expectations, as you’ll see below, and they’re poised to have the economic clout to make their voices heard. Research from Bank of America projects that this generation’s combined income will hit $33 trillion by 2030, surpassing millennials’ income the following year.
Ads Vs. Customer Care: The Next Generation of Digital Comms
The world of marketing is no stranger to data. From demographics to consumer behavior, facts and figures about customers are the backbone behind efforts to create the best products, campaigns and more.
18 Personalized Video Examples From Top Brands That Will Wow You
In a world filled with information and content overload, the average consumer is an expert at filtering out irrelevant and uninteresting content. So how can brands capture and keep their customer’s attention? Two words: Personalized Video.
Using Digital Tools to Drive Transparency in Financial Services
Last month, the well-known free-trading app Robinhood filed its IPO, a move that is set to make its owners billionaires. Its success is just one example of how app-based financial companies aiming to demystify finance are seeing their efforts prove fruitful.
Digital Personalization: Making Customer Service Human Again
Think back to your last customer service interaction. Maybe it went great! Or, more likely, there was room for improvement. Perhaps it began with an online search. But since you couldn’t find the answers you needed online, you turned to the customer service number. You may have encountered some hold music, a few transfers before you got to the right person and then finally had your issue resolved. How long did it take? How did you feel? If these kinds of challenges frustrate you, you can bet your customers feel the same way when they encounter something similar.
Interactive, Personalized Video Eases the Load on Mortgage Customer Service During COVID-19
During the COVID-19 pandemic, mortgage companies are offering their customers several loan forbearance options to provide temporary relief to those who have suffered financial hardship during this time.
How to Reduce Call Volumes and Improve Customer Satisfaction
The Problem “Can you read minds?” Ask most call center professionals and the answer is, “Sort of.” Call center employees are asked the same questions day-after-day, and call-after-call. So much so, that you wonder, “Well, why can’t a well-designed website FAQ solve the problem?”
Streamlining Mortgage Forbearance Communications
Today, over 6% of all mortgages are in forbearance. That’s up from only 0.25% at the beginning of March.12 An astronomical increase such as this has the potential to lead to astronomical problems, such as potentially devastating consequences for borrowers who don’t fully understand their forbearance repayment options.
Personalized Video Connects South London Diabetes Patients with Support
Type 2 Diabetes is a condition that requires a close partnership between patient and health care professionals in order for people to be able to live well with the condition.
Co-op Insurance Uses Personalized Video To Increase Customer Engagement
Co-op Insurance wants to make car insurance easier to understand, and they’re doing it with Idomoo Personalized Video. Auto insurance, like many types of insurance, is notoriously complex for the average customer to grasp. There are premiums and deductibles, claims and exclusions, and a whole host of coverage options. The Car Insurance Knowledge Gap The problem isn’t that insurers don’t try to explain the details to customers. The problem is that they’re not listening. Co-op Insurance found that 70% of U.K. adults don’t bother to read their insurance documents in detail when taking out a policy or renewing with their current insurer. Their research surfaced a few more concerning stats: 51% of U.K. drivers don’t know how their premium is calculated 40% don’t understand why their premium may fluctuate from year to year 36% are unaware how their policy price relates to their vehicle 42% don’t realize their insurance is
Client Retention Strategies: 6 Things I Wish I’d Known Sooner
It’s nearly impossible to overstate how important client retention is for a business. If you don’t believe us, just consider your company’s customer lifetime value (CLV).
The One Marketing Automation Hack That Deserves Your Attention
What are we talking about when we talk about marketing automation? On a basic level, it refers to software platforms designed to automate marketing tasks like email, social media and website actions. Ideally it’s implemented not just as a time-saver, but so that brands can deliver intelligently designed, personalized experiences to nurture customers at exactly the right moment.
How Video Personalization Solves A Major Marketing Challenge
In 2015, Econsultancy conducted a survey asking 4,000 marketers what they thought were going to be the top digital trends heading towards 2020. 24% of respondents said they were steadily increasing focus on customer experience, and 23% said personalization played a large role in their upcoming marketing plans.
Utilities Providers: Improve Your Customer Engagement
A whopping 66% of customers have not digitally engaged with their utilities provider in the past year. 41% of respondents say this is because they feel the digital experience offered by their utilities provider is downright difficult compared to other industries.
Personalized Pension Video Campaign Shows Savers Their ‘Future Self’
What would make people save more for retirement? To put money away for the future, savers need to give up something today.