Personalized or smart videos, the new CRM frontier

One of the great things of the new big data and fast computing era is the opportunity to create unique experiences with online video. In this case, I am showcasing the latest trend in CRM, which is the automated development of personalized or smart videos, that allow brands and companies to connect with their customers and tell them usual things like invoices or loyalty card info in engaging, intuitive and visual ways. Welcome to smartvideos, the new frontier of direct marketing.

Imagine the following situation...instead of getting your traditional mobile phone invoice by regular mail from your telco supplier you get an email with a personalized video that shows step by step how my mobile phone usage has generated the monthly cost, and what things I could have done to save.See the following example:

For some paper nostalgics, this might seem a waste, but for Gen C consumers, which are passionate about video, this is a way to have a new type of relationship with its utility suppliers, airlines, and any brand or company with a loyalty card. And for companies, this is an opportunity to put a human touch in an otherwise increasingly impersonal relationship that is mediated by mobile devices...Quoting the CEO of BBVA, "people are going to visit our phyical branches once a year, they will visit our regular website once a month, and they will check their mobile app every day"...So in this context, video can be a way to retain that personal feel.

Of course, you can also use this to deliver important information and prompt action to upsell or cross-sell products. See this example for an airline sending flight boarding details:

Or simply, power your loyalty card communications through the simple, but effective use of the information we have about clients. See the following example:

To date I have found two companies that are doing a good job in this front: idomoo and sundaysky.

So if you are considering how you can spice up your day-to-day communications with your customers, look for this innovative approach and as I always say "Test & Learn".