Engaging and Delighting Customers with Video

Customer retention and growth are key parts of any business, but it’s becoming more difficult than ever to retain your customers. The key to customer success is not just in forming great relationships, but in delivering an exceptional experience throughout the entire customer life cycle.

My name is Rebecca Rogez, and in this Chalk Talk, we’ll discuss how you can use video to create a remarkable customer experience that helps drive satisfaction and build brand advocacy for your business.


Customer success and customer service are both so important for turning your customers into advocates. Video can be used to help enhance your customers’ experience and build brand advocacy because it’s human and it’s authentic. It helps you to create personal connections quickly and easily.

Video is also a great tool for education and support, and it’s the best medium to help bring your customer stories to life. In customer success, video is so impactful, because it helps make your communication more personal. When new customers sign on with your business, you can use video to welcome them to the team. Whether it’s from the new customer success manager, the account executive, or the CEO, video helps a customer put a face to a name. Video also helps to communicate how excited you are to be working with them and how passionate you are about what you do. It really is the next best thing to being there in person.

These videos don’t have to be high Hollywood Production

The production stage of video involves the filming process. It’s what happens after the creative brief and planning process has finished, and the videography team is finally ready to press record, and before editing.

“>production quality. With tools like Vidyard, you can create and send quick, authentic videos to help establish that human connection from your first point of contact.

Onboarding New Customers with Video

Video can also be used to help onboard and train new customers. While this doesn’t necessarily replace in-person training or conversations, on-demand training assets are great to have because they can be shared with other stakeholders and with new users as they join the business. After onboarding is complete, video can be used throughout the entire customer life cycle. Any time you think about sending an email or making a phone call, you can create a video!

Two ways video is especially effective in ongoing communications is when there’s things like new product or feature releases.

Reps can send a Personalized Video