Recording a welcome video typically means your client is more likely to score you, give you feedback and leads to an increase in NPS. It reminds clients that there is a person on the other end of feedback and builds rapport beyond your usual calls. Recipients will appreciate the personal and human touch of a video intro, especially for stakeholders you rarely see.

Keep videos to around 30 seconds 

Your intro video doesn’t need to be a professionally filmed, slick blockbuster. All your client needs to see is a recognisable face, letting them know what to expect from the contents of the review. You do not need to explain every aspect of the review in detail, just let them know what to expect. Tell them what is included and ask them to respond to the Pulse Index Questions, NPS and to give you feedback. 

Look at the camera 

Looking at the camera gives the illusion of eye contact. Models do it, TV presenters do it and so should you! Looking around the lens or looking down at a script will break rapport and be distracting for the viewer. Remember it’s only 30 seconds and you can re-record if you’re not happy. 

Keep movement natural 

We all have little mannerisms and movements we make when we speak to others. Imagine how odd it would be if we stood stiff as a board when we bumped into a friend or colleague in the supermarket. Your intro message shouldn’t be any different. Either these are clients you have worked with before and you know them as people, or you intend to retain their business and want to build a meaningful relationship with them. If you speak with your hands, then speak with your hands on your video. Don’t limit yourself!  

This is Clientshare's very own Ciara presenting a video for prospective customers. Her hand movement is natural and not over the top, but it gives the video some life!

Avoid writing a script 

It’s always good to plan what you are going to say, and even to bullet point these in a place that is visible to you whilst recording. What we wouldn’t recommend is writing a script word for word; you might forget some words and get lost, you run the risk of sounding wooden and you may forget to look at the camera which would break the rapport you’re trying to build with your video. You wouldn’t script every part of your phone call with a client, so your video won’t be any different. Be yourself. It’s what makes you an excellent account manager. 

Remember who your audience is 

Your audience is your clients. People you know and work with. Talk in your video as though you are talking to them.  
 
Not only this, consider the individuals who will receive this review. If you are addressing a single client by name, but sending the review – with attached video – to 10-15 people, the other 9-14 recipients may feel they have received the review as a mistake, or, worse, that you don’t remember their name! Try something generic, like the name of your client’s company, or “everyone at Company Name”. You can be inclusive, without being specific. A good intro often begins with: “hello to the team at Company Name”. 

Still unsure how you can make the most out of your intro video? Get in touch with your Customer Success Manager and they will be happy to go through the process with you. 

Read more:

What is NPS and why is it your most powerful metric?

How to create and share a review with Clientshare Pulse

What are Pulse Index Questions and how can you customise them to fit your organisation's needs?

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