“I’m investing in SmartVideo for NPS impact, and am paying for it with the financial ROI it’s delivering.” This is one of my favorite anecdotes said by the CMO of a Fortune 500 company. More than ever, the C-suite is implementing video for both financial impact and deeper levels of brand engagement. Yet, companies recognize if they only focus on financial ROI, they can easily miss the boat on customer experience.
For each SmartVideo program, we work closely with our SundaySky customers to set performance expectations based on key indicators, to deliver measurable and profitable results across the customer lifecycle. Customer acquisition programs typically aim to drive customer conversions and revenue, while customer engagement programs focus on retaining customers and growing existing relationships. Both strategies look to enhance the overall customer experience and boost brand engagement.
Earlier this week the SmartVideo Index revealed consumption across industries and interaction by delivery channels, and today I want to share the third and final piece of the puzzle – performance results throughout the customer lifecycle. Below are the nine SmartVideo performance metrics that are making our customers smile from ear to ear: