Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)

Video-based marketing more than doubles in 2021

Sales teams create and post their own flicks

The '2021 Video in Business Benchmark' report's findings showed that the move to a digital-first business world accelerated the use of video by marketing, sales and customer experience teams, particularly in industries where in-person customer interactions were previously the norm.

In fact, the number of videos published overall more than doubled in 2020 with a significant surge starting in April (when businesses began adapting to remote sales and digital-first marketing strategies).

Of particular note, Financial Services organizations increased their video output by 129% while those in Education increased by more than 200% compared to the previous year.

Key findings from the report, which analyzed data from more than 750,000 videos published by more than 1,500 businesses during 2020, included:

• The total number of videos published increased by 135% year-over-year.

40% of all videos published were produced/uploaded while 60% were user-generated;

• Businesses in High Tech were the most prolific video creators for the fourth consecutive year, averaging 583 new videos per business over the 12-month period.
• The greatest year-over-year acceleration in the use of video came from Financial Services (129% increase) and Education (209% increase).
• Top industries for the creation of user-generated content were High Tech, Financial Services, Professional Services, Entertainment and Education.
• 75% of videos created by companies with less than 200 employees were user-generated, while only 45% of the videos created within organizations with greater than 600 employees were user-generated.
• The average length of all videos analyzed was roughly 6 minutes, representing a 50% increase in average length from the previous year.

Interestingly, 2021 is the first year since the launch of the report series in 2016 that the average video length increased compared to the previous year. While 60.3% of all videos published in 2020 were less than 2 minutes in length (compared to 74% in 2019), 10.5% were more than 20 minutes, a significant jump from just 6% the previous year. This increase in the amount of long-form video content may be the result of a growing number of on-demand webinars and presentation recordings in response to the shift to remote work and online events.

The report has been made available to download from Vidyard at https://www.vidyard.com/business-video-benchmarks/ (free registration required).

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)