Posts Tagged customer endorsements
How to get Customer Testimonials
Posted by admin in Growing Business with Video on February 16, 2010
by Steve Edwards
Edwards Direct.net
Ever see online customer testimonial videos? You know, videos of real people talking about a product or service they’ve used. Kind of a reality TV style commercial.
If you’ve gone online recently, I’m sure you’ve seen some. Here’s a great one. TimberKing 2400. Credibility just pours off Bruce Baker. He’s a real customer, a real guy, telling of his real experience, in his own words. That’s good advertising.
The beauty of these online customer testimonials is that they aren’t beautiful. They aren’t Hollywood. They aren’t a fantasy, like commercials that promise a better love life if only you had fresh breath…
Pay attention and you’ll see customer testimonials at work all over the place. Magazine ads, newspapers, brochures for all kinds of products and services.
But how do you get customer testimonials?
“Sure,” you say. “I get it: customer testimonials have selling power. But how do I get customer testimonials in the first place?”
You’ve got a business, right? You’ve got customers, right? Well, chances are you’re already receiving great customer testimonials but you’re just not collecting them.
Put your sales people on special alert: “Collect all customer feedback!” And don’t forget the clincher: “And get it to me immediately!”
If you use product registration forms or warranty cards, they’re rich sources of customer feedback. Your “contact us” form on your website is another one. And tell Sales and Customer Service to cc you on any and all e-mail that contains a customer’s opinion or comment – good or bad.
(And by the way, the only thing “bad” about a bad comment from a customer is you, if you don’t respond to it.)
Send an e-mail to your customers asking for feedback. Invite feedback on your website. Mail customers a letter. Talk to them in the showroom. Stop and chat with them in the parking lot.
After you’ve collected customer stories…
Build a library of customer comments then turn them into customer testimonials. Start with the short comments. You can run them as-is in an ad or brochure. “I love my new Mazda. You guys at Acme Motors are the best!”
Stack them up. Build a column of short testimonials in your sales brochures. Put them on your website under “Customer Testimonials.”
But you can do much more. A good short comment can turn into a great long story if you pursue it. Give the customer a call and ask them to elaborate. Tape record the conversation and transcribe it for later use – but ask them if it’s OK first, and get a signed release afterwards.
Harness the power of testimonial videos
A great customer endorsement becomes an extraordinary testimonial when you capture it on video. I video-document my clients’ testimonials with help from www.increasesaleswithvideo.com, a Chicago-based video company that’ll go anywhere, any time to shoot video customer testimonials.
Once in video format, you can mount your testimonials on your website, put them on DVD, use them at trade shows, or loop them on a monitor in your showroom.
It all starts with awareness: you’re already getting customer feedback. Launch programs to capture it and build the feedback into powerful, versatile customer testimonials.
Steve Edwards
Copywriter/Direct Marketer
www.EdwardsDirect.net
more resources for increasing sales through the use of inexpensive video:
Hiring a Video Producer: Why a Pro?
Video or Written Word: Content is King
The Magic Zone: Finding a Vendor to Produce Your Business Videos
Hiring a Video Producer: Why a Pro?
Posted by admin in Growing Business with Video on February 15, 2010
By Stu Marks, Post Production Editor, IncreaseSalesWithVideo.com
You are the manager of your family’s two star hotel right on Brikell Bay Drive in Miami because your younger cousin didn’t have what it took to make decisions and the property started to suffer. It’s a nice hotel located on a premium footprint but lacks the expensive amenities to gain more stars because you are landlocked and can’t build a restaurant and add the two parking spaces you are short from that coveted four star positioning.
It’s a busy weekend, the weather is great and you are packed. Life is good. Until, the top suite overlooking the beach has a plumbing failure overnight and the $3,000 a night whale staying the week has no tolerance for maintenance excuses: she wants it fixed “…like yesterday, dude!” Who do you call? Is this a job for Uncle Roberto again, or are you going to start leafing through the Yellows for cheap plumbers? No way, “dude”, you’re getting the plumber in here right now who you know can and will fix this immediately. You’re getting one of the best. Because your very livelihood depends on this moment in time. This is an opportunity to show the family that you are the get-things-done-guy in the right place at the right time.
Plumber gets there in thirty minutes, replaces a cracked shower drain and is out by noon. The bill is $400. Seems high but you don’t spend that every day, and it’s fixed, Ms Whale is happy not to have to move to the other suite and that leaky little maintenance problem won’t be coming back for another 25 years.
Deciding who shoots your customer testimonial video for your web site is no less important than any other important decision moment for you the business owner. You choose a professional to manage your taxes, a professional to handle your real estate and legal matters, why would you hire anything less than a specialist in the area of your web testimonials?
In advertising, everyone deals with getting noticed above the white noise of competition and the mundane, so don’t settle on the lowest common denominator when your business’ very existence based on what you do to increase sales is at stake. You MUST increase business sales, increase service sales or increase product sales. These are all retail sales. No one is left out of this survival requirement.
All businesses must increase retail sales and the tools you use are required to have outreach leverage in order to bring in new business. These outreach leverage tools can’t just speak to new blood, they must excel at it. Therefore, your outreach leverage tool should be crafted and applied by someone who has a proven track record in this genre’. You must hire an established professional.
There are many reasons why business owners fail this simple test over and over again. Instead of making the right decision, they get stopped by three common mistakes:
- bargain hunting
- glamour profiling
- personal attachment issues
BARGAIN HUNTING
When one is focused on bargain hunting they usually miss the telltales of success and failure. Now a days, with the advent of so many so-called video producers entering the arena due to the perceived simplicity of digital video, we don’t even begin to cut rates to match Uncle George down the street’s wedding shooters. Uncle George is usually higher than us. Go figure.
GLAMOUR PROFILING is when one is looking for some sort of Hollywood glitz element in the production company’s profile just because they expect it there because, “hey, it’s TV, right?” Wrong. Entertainment is not business. Producers are not all the same. If you want to produce a game show, call a Hollywood producer. But, if you want to produce customer satisfaction testimonials, you need to hire a producer who has been there and done that. Great producers are not ones who can produce anything in terms of a broad spectrum of genre’. A great producer is one who does well in at least one genre’ and sticks to that as their bread and butter deliberately so that they can end up leading the industry in that area of expertise.
If you are going in for heart surgery, which surgeon would you pick: the one who has done hundreds of different surgeries, or one that has done hundreds of heart surgeries?
A testimonial producer is one who has a proven track record at testimonial writing, and there isn’t much in the way of peripheral experience that can substitute for real experience.
Writing a testimonial is a specialized craft. One has to know exactly how to create a script for someone “in their own words.” Testimonials are real statements, so the talent is not really reading a script. But, there needs to be a script anyway in order to handle all of the other assets that go into a testimonial video production. How to handle this dilemma takes years of experience in order to arrive at the end of the process with great customer testimonials.
PERSONAL ATTACHMENT ISSUES
When a business owner has personal attachment issues, there is usually other baggage being dragged around as well, because this is just plain and simple a character issue. Running a business doesn’t have much room for any other kind of decisions than business decisions. Family and friendship won’t stand up very long against the all mighty bottom line.
So, when hiring a plumber, get a good one. And when hiring a video producer for your customer testimonials, get one who has a proven track record in crafting products that increase retail sales.
For examples of customer testimonial samples that can be used on web pages, or as stand alone DVDs, check out our portfolio page.
IncreaseSalesWithVideo.com/videoportfolio
Here are some other good references:
Video or Written Word: Content is King
The Magic Zone: Finding a Vendor to Produce Your Business Videos
HOW TO SELL 8 WAYS WITH 1 VIDEO
The Magic Zone: Finding a Vendor to Produce Your Business Videos
Posted by Stu Marks in Growing Business with Video on February 5, 2010
By Stu Marks, Art Director, IncreaseSalesWithVideo.com
Somewhere between Hollywood producers and your Uncle Charlie’s Weekend video hobby, there exists that special set of video producers who have the experience and creative drive to help you make that compelling business video that you need without emptying two years of advertising budget in two weeks. It’s that magic zone in which you must search out your video partner who will get your message, and understand what you need and deliver it for an affordable price.
Things change. This is a universal truth and it is hitting home in a big way in the world of video production houses. Digital video and less expensive gear has shifted emphasis from the requisite hundreds of thousands of dollars in equipment, to better trained and educated personnel with years of experience, being marketed better. This new environment will serve to benefit your business if you know where to look, and what to look for.
The Perfect Storm
The advent of two major technology shifts has become a perfect storm in the arena of video production tools. A) Video being handled digitally instead of with old school analogue has allowed the actual electronic signal of audio and video to be created by anyone with a relatively inexpensive set of gear. B) And then, since the editing of this digital signal is best done on non-linear software available to everybody with a computer; well, the entire industry is up for grabs.
The New Environment
So, there seems to be three main streams of video producers that are shaking out in this new arena.
- There are the old school production houses who still own massive amounts of real estate and expensive assets who are finding it difficult to operate in the new environment of leaner budgets and faster turnarounds.
- The quickly emerging one and two man video companies that used to only dabble in consumer video, shooting weddings and sporting events that required little to no editing. The small companies feel safe in promoting themselves as full scale production houses as they too own the same $2,500 software that the big houses are using. “I can, therefore, I am.”
- The Magic Zone. A hybrid type of company that has on staff, people who have years of experience in advertising, TV production, writing and story telling because they may have been let go by the bigger houses who felt forced to reduce labor costs. These Magic Zone production companies are finding big success in segmenting the market into specialties like online testimonial videos or business testimonials, sales videos and product and service presentations as well as training and corporate videos; and then going after what best uses their assets.
Equipment costs used to be the single most limiting factor that kept pro levels of video production work coming back to the same ole’, same ole’ crowd. Each city had its own handful of production studios that had the high tech gear that could correctly line up analogue video footage so it could be edited. Those days are gone. Gone for good are the Time Base Correctors and Network Buffers, the b and c-roll machines for creating dissolves and special transitional effects, and all of the required expenses that came with them, like the limited number of people with the technical expertise to run them.
Companies with The Right Stuff
Obviously there is a major contrast between a video product created by a couple of high school kids with access to the school’s computer lab and an HD video camera, and the pro video production team with almost the same type of gear. The difference is experience and well trained people.
The company with the right stuff is the one which can demonstrate a track record of video products for which small business seeks. Here’s a short list of must- haves that any truly professional video company must posses within their creative tool box, in order to best serve the needs of their clientele.
- The ability to tell a good story. It doesn’t make any difference whether you need a 30-second promotional video, or a 10-minute training video, what you’re trying to do is tell a story in a way that the viewer retains the information and is compelled to do something with it. Without professional writers on staff or in partnership, a video production company just can’t deliver. So, if their video samples do not have these elements of good, clear content, and a call to action, just keep looking.
- A collection of several good, effective video samples. One good sample video is nice, but there should be several videos in different genres which well display the creative ability of the people operating the equipment and the software.
- Pro gear. The one constant factor that has remained the same through this change from analogue video to digital is the quality of audio. In a way, the movement to digital has actually made it more difficult for some to capture and handle the audio portion of the video signal. Many pro-sumer cameras have great video capturing elements but lack the proper audio connections to use the good microphones required for clear human dialogue, natural outdoor sounds, and music. Check your video vendor’s audio capturing capability. Does it have an XLR input, or even two of them? If not, you may be dealing with a less than professional company. You are the final judge. You don’t need a degree from Harvard to judge if the video you’re getting is good or not. But, you do need to be able to judge between good and not-so-good audio. If you can’t, then you better find a consultant who can.
Whether your business needs a video testimonial for the web, a video that will play at a trade show, one for TV commercials, or simply an in-house sales or training tool, the needs are basically the same. The message needs to be easy to grasp, clearly conveyed and compelling in nature. Without excellent visual elements, and superb, crisp audio, your efforts to create that needed video tool are largely wasted.
Here’s a list of great resources for well leveraging video tools.
Boosting Sales 30%
Video That Grows Small Businesses
“Should I Buy This?” Who do Shoppers Trust?
“Do You Think I Should Buy This?”
Posted by admin in Growing Business with Video on January 28, 2010
Shoppers trust advice from those who’ve already purchased.
Whose advice do you trust when you’re pondering a purchase? Most folks’ first pick is a friend who already owns what they’re considering. And, overwhelmingly, their second most-trusted source of purchase advice is a complete stranger.
A stranger, that is, who’s already, bought the product or service they’re considering.
If you say it’s true I’ll believe you.
So says The Nielson Company, global leader in tracking consumer trends, in their recent Global Online Survey. Nearly three-quarters of consumers surveyed said they place great trust in purchase recommendations made by complete strangers.
Pay attention, because this is important: a nod from your existing customers can put prospective customers at ease and make them far more willing to do business with you. Simply put, using customer testimonials in your advertising materials – online and offline – will increase your sales.
It only makes sense. Human nature being what it is, when one of your past customers sings your praises, would-be customers believe. And when they believe, they buy.
Harness the power of customer testimonials
Using testimonials in advertising is hardly new. I have in my collection of advertising ephemera a 1920’s ad for a firewood saw in which Mr. G.W. Smith, 73, of Vero, Florida, is pictured and quoted as saying, “I cut 100 cords of wood in 4 days with my Ottawa (Log Saw). I can make good money by having this outfit. I feel very proud of what I am doing for myself.”
Now, if Mr. Smith owns one and says it’s so, it must be. See the ad on my blog at www.edwardsdirect.net/blog/
Today’s online sales environment is ripe for the tactical use of testimonials. I’d certainly recommend salting your home page with a few of your best customer endorsements with links to additional stories deeper in your site.
And today’s super-fast connection speeds make it simple to deliver the most potent form of testimonial endorsement ever devised: online testimonial videos.
I spoke recently with Clint Pollock, President of IncreaseSalesWithVideo.com, a Chicago-based video company that specializes in producing testimonial videos. “The testimonial videos we’ve shot have increased our clients’ sales up to 30%,” said Clint.
Lights…camera…action!
It’s easy to see why. Pollock’s videos are like a fireside chat with a friend. Visitors to your site click your video and there’s your happy customer, talking, smiling, and telling the world how great you are.
Here’s one that I liked a lot: TESTIMONY SAMPLE.
And IncreaseSalesWithVideo.com has found ways to leverage their clients’ videos. “It’s easy to distribute your videos broadly using Web 2.0 techniques,” says Clint. “Link videos from your site to YouTube. Send links in e-mail. Include video links
inside your email signatures. Feature video links in press releases. Create a viral wave with an especially unique video presentation that gets passed around within Twitters and Instant Messages. You can also create stand alone video player loops in stores. Play promotional videos at trade shows as support for your sales crew. Create a 24/7 sales and marketing tool by playing a video online on a dedicated site that calls for action at the end of the video. Or create a testimonial page within your site that has several video testimonials for really powerful sales increases. Create a video that utilizes many elements, and you’ll be able to maximize the investment of that one video in multiple tools.”
Clint goes on to list several results of using online testimonials videos:
-The online testimonials are an immediate gratification for the information itch that consumers want scratched “right now”. No other sales tool provides that. The buyer wants to feel like someone else has taken the plunge and that they don’t have to be the guinea pig for this product buy. “The water is fine, come on in.”
-Online testimonial videos tend to push undecided buyers over the edge in an easy to purchase environment due to online sales stores being handy right there next to the video. They watch and listen to a happy consumer wax eloquent on your product or service, and then start looking for the BUY NOW button. It’s a win-win situation.
-Video testimonials are powerfully unique in their delivery. An individual viewing a video in the privacy of their home feels perfectly safe and in control when they experience the urge to buy after hearing an online testimonial video. No other sales medium has that powerful quality. Even door to door salesmen can’t match the power of online testimonials.
-Our customer testimonial videos playing on their web sites work 24/7 without fail to turn leads into buyers; day after day, week after week, year after year. This brings the cost of that video down so low, they are virtually free advertising after playing for a while. Compared to conventional sales tools which often get produced once, used a handful of times or only once, online testimonial videos are a unique and priceless tool in the sales force toolbox.
-Online testimonials are the most powerful type of customer endorsement. They increase traffic, turn lookers into buyers and therefore increase sales.
-Online testimonial videos are one of those few sales tools that cause people to truly buy now.
So there you have it. If you want to increase sales, put customer testimonials on your website; if you want to REALLY increase sales, load testimonial videos onto your web site, today.
Steve Edwards
Copywriter/Direct Marketer
