Leading with empathy and emotional intelligence has never been as important in business as it is right now. Customer loyalty benchmarks and expectations are being set by brands that communicate and adapt customer experience in a nimble, agile way. Humanization is the new personalization, and customers look for brand messages that reflect that. Video is an effective way to do this, but companies must be able to keep up with the fast-changing world.
Video-powered experience (VX) has become its own segment of digital CX because of its ability to convey empathy and emotional intelligence, deliver easily consumable messages, and effectively connect on a perceived personal level. VX is useful for onboarding new customers and can be tailored to each customer's data to create a personalized experience. Companies can also use it to educate customers on service changes and product usage.
With the right VX approach, brands can avoid coming across as insensitive and transform customer frustration into engagement and positive outcomes. B2B video marketing can be used to boost sales, improve customer support, and educate customers on product usage. As the year ahead unfolds, companies must move forward with VX instead of waiting for the past to return.
How to Use Video to Provide a Better Customer Experience
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B2B buyers are increasingly being influenced by personal decision drivers, such as how comfortable they feel with a vendor, vs. professional drivers, such as pricing, according to recent research.
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