By Tim James
With all the worry and concern out there regarding the Coronavirus and the impact it will have on public health and business, this is a great time to talk about video communication. It has always been the perfect tool for connecting with consumers without having to be fact-to-face.
To be really effective your video communication platform should integrate New Model Test Drive videos, Inventory Videos, Video Calling, and Real-Time Notifications.
Google estimates that approximately 70% of all automotive shoppers are searching for New Model Review Videos early in the buying cycle. Stand out from the competition by offering shoppers video content, rather than the standard pictures found on common dealership websites. Using the right platform, it is easy to add New Model Review Videos to your website and deliver information in an emotional video presentation for those customers that prefer not to visit a showroom, and still effectively move them through the buying funnel.
Automated Inventory Videos are also proven to transfer more information and inspire more emotion from your VDP Pages than pictures or words alone. They are a great addition to internet and phone lead follow up.
Another critical tool that can win over car shoppers is New Model Test Drive Videos and Full Motion Walkaround Videos. These types of videos are great for car shoppers early in the shopping journey. Inventory videos are then the next logical touchpoint.
During a time when fewer people will chose to visit the showroom, wouldn’t it be nice to know if your leads are still shopping or not? They may not be coming into the dealership, or returning your calls, but what are these folks stuck at home actually doing?
Our platform offers real-time notifications and sends an alert every time one of your prospects is live and watches one of your inventory videos – whether on your website, AutoTrader,Cars.com, or other third-party marketplaces. You then know exactly when you should attempt to contact them. Even if you cannot reach them at that moment, you can see exactly how active that prospect still is.
Speaking of lead management, one of the easiest ways to increase shopper interaction and convert more website traffic into on-the-lot shoppers is to enable your shoppers to talk to one of your professionals “live” from the comfort and safety of their own home. Live Video Communication is quickly becoming the preferred means of communication.
You can increase the humanization and personalization of your communication touchpoints dramatically in both sales and service by utilizing live video and texting. Live communications make it easy right from that start, and you can scale your video calling strategy throughout your entire dealership, regardless of size. Encourage your customers to video call you and get that face-to-face interaction without actually being face-to-face – something that would certainly appeal to car shoppers nervous about coming into the dealership.
If customers are spending more time at home, they probably have more time to shop online. Provide stimulating and emotional product information to keep your dealership top-of-mind not just now – but in the future once life returns to normal.
In this period of social distancing, video can help your dealership continue to respond to and communicate with car shoppers while moving them down the sales funnel while your competition is waiting.
Consumers increasingly use mobile devices to view content online. Study after study cites the fact that mobile devices are on a continued rise as the preferred medium for content. They surpassed desktops not too long ago and will undoubtedly continue to rise in dominance.
Mobile devices are always at hand, can be used almost anywhere, and are a convenient way to consume content. Because of this, marketers are on the lookout for the preferred type of content consumers want to view on their mobile devices.
What’s easier to do on a mobile device? Reading an article or watching a video? If you answered watching a video, then you’re in the majority. Video ad spend is expected to reach over $100 billion by 2023, accounting for 80 percent of all Internet traffic according to a recent article on MarTech.
Facebook was the first to tie “mobile first” to “video first” as a strategy for brands. Why? Well, think about the billions of Facebook users and its unlimited content. Facebook knows where people browse on their site and, more importantly, what type of content they pay the most attention to. And that content is video.
Just look at the evolution of video. Why do you think we’ve progressed from stitched photo videos to real-time video and now 360 degree, augmented and virtual reality video? It’s not because marketers want it. It’s because consumers want it. There is simply no other reason to create a strategy and invest the time and effort into content production.
Look at Netflix. It went from a small mail-order movie rental company into one that dominates consumer’s televisions with streaming content. It is now one of the fastest and most prolific producers of original content in the country. Why would it choose to make that investment? Because that’s what consumers want! Netflix knows that the more eyeballs it can get, the more money it can make.
And that’s precisely how you should be viewing video content.
Video continues to dominate every form of content delivery. It takes less effort to consume and is more immersive. It’s easier to consume on mobile devices and captures more details in a way that text can’t. A consumer can’t really “see” a car by reading a Monroney sticker. They can, however, kick its virtual tires online and cruise through and around it via video.
Video content is here to stay. Not only is it here to stay, but marketers that fail to use it – and fail to have a robust mobile and video strategy – will quickly find themselves left behind eating their competitors’ dust. And, more importantly, left behind by their potential customers.
Decide now to increase your video content production efforts and include mobile in your strategy. You will quickly find that not only do your customers like it… but so does your bank account.
When making videos for your dealership, it can be easy to get so caught up in the “What should I say?” that the video never gets made.
Some video marketing experts advise that scripts are the way to go as the person on camera then knows what to say. But that may not be best for everyone.
The person that is making the video, doing the talking and/or the subject of the video, ultimately is representing the dealership. Of course, everyone wants their videos to be professional. But you should also want them to be genuine (sincere) and engaging to the customer. Have you ever seen a video where the person speaks in a monotone or without emotion because they are reading from a script? It’s not very engaging, is it?
To that point, in this blog, I’d like to cover a couple of best practices that can help when executing different types of videos for your dealership that will more effectively engage your customers.
1. Walkaround videos – Whether for general merchandising or personalized emails, it is essential to be knowledgeable about the vehicle. Managers expect that their salespeople know their product. If your salesperson has to read a window sticker to do a walkaround in person, that certainly is not acceptable.
Well, the same holds true for video walkarounds. Customers get excited about vehicles when the salesperson is excited. If a salesperson can knowledgeably explain to a customer while emotionally engaged why a vehicle is excellent and/or why it’s right for the customer, the customer is much more likely to trust and engage with the salesperson. This is especially important when a customer is still in the “Is this vehicle right for me?” stage. If a salesperson can’t correctly show a car without a script, they should not be showing cars period — much less doing walkaround videos.
2. Personal email videos – The whole purpose of a personal email video is to convince a customer who inquired about the vehicle that your dealership cares about them on an individual level and that they should do business with you. Scripted videos can take the personality out of the equation, come off as dry and uninteresting. Ultimately, they could even be counterproductive to the primary goal – getting the customer to like the salesperson or BDC agent.
While it is OK to train employees on what they should say in general, to engage the customer, employees must be able to take those basic talking points and integrate them into the message using their personality. Just as customers can tell whether an email response is a template or an actual communication from a person, customers can also determine if a video response is genuine or just someone reading from a script.
It is definitely okay to write your thoughts down on paper and organize your thoughts to prepare for your personalized video. But when the camera starts rolling, put the script down, make eye contact with the camera, and let your personality shine.
Ensure that your salespeople and BDC agents are knowledgeable enough to make personal videos for customers without having to read a script. They should display who they are and showcase their own individual skills and personality. Customers will be more engaged, the message will come across as genuine and, ultimately, your dealership will see more success.
While many dealerships agree that video is important and worthwhile, at the same time some think it’s time-consuming and lack the resources to put a video marketing strategy in place.
What if I told you that acquiring and scaling a well-planned video marketing strategy which leverages video content for shoppers throughout the entire buying cycle can be automated AND cost less than $5.00 per unit a month? Or that this same video content can help in search engine optimization for your website at no additional cost? And, how about this: that same video content can also build customer rapport — AND attract new buyers you don’t even know exist? Would it then appear to be worth it?
According to NADA, the average dealership runs a marketing cost per sale of $640 per unit. Dealerships spend a ton of money between all their marketing sources attempting to attract attention to their inventory.
And how about this for a statistic? 93% of marketers say video brought them new customers — Interested now?
There is a case to be made that social media can help sell more cars. In fact, according to a study by leading video research company Animoto, 73% of consumers responded that their purchase decision was impacted by a company’s social media presence.
And what is the most popular type of content across all social media properties?
The best part is that with a scalable video marketing strategy you can use all of the same automated video content for your social media strategies as well, dramatically increasing the return on investment from all of your digital marketing. Would you rather spend $640 per unit — or much less? It makes sense to look at what moves units and acquires new customers for the least amount of money. That’s how you increase profitability.
Still need convincing? How about this: 57% of millennials watch more video ads on social media than on television, and 45% of consumers discover brands through video ads; more than recommendations from friends, which is at 31%.
When it comes to discovering brands, word of mouth is still king. But, increasingly, consumers get recommendations from friends and then check out the dealership via social media such as Facebook or online reviews.
Having a healthy and robust presence on social media with video content can influence car shoppers and bring you sales from shoppers you didn’t even know were in the market.
Video content is here to stay and will increasingly dominate all platforms as the preferred type of content influencing sales. If you don’t already have a strategy in place to produce video content to market your inventory, your store’s value propositions, your monthly promotions, your employees, and your brand, you’re behind the eight-ball.
It really doesn’t take as much work as you think. And, the rewards you will reap are well worth the effort.