Assuming your dealership has a video marketing strategy in place and that you’re getting good results, you may be ready to take your video marketing to another level.
To quickly review, the fundamental basic blocks of a video marketing strategy include:
- Content. Start with what you sell…your inventory. Next sell them on your dealership with value proposition videos, customer testimonial videos, and service “how to” videos. Also, sell them on your staff with personnel introduction/profile videos. All of these content videos build trust with the shopper.
- Exposure. In addition to your website, your videos should be on multiple touchpoints like Cars.com, Autotrader.com, Facebook, and any other distribution points video is accepted to display. Also using video in email marketing and in the lead follow-up process garners great results when compared to traditional e-mail and phone calls.
- Actionable Data Collection. Where you host your video plays a very important role in the success of a video marketing strategy. Using public hosting platforms like YouTube and Vimeo do not help your SEO nor guarantee to keep your shopper on your site. Your dealership’s video should be hosted on a platform that allows your website to claim the SEO benefits of your video, and also has the ability to collect actionable data from your video viewers so you know who’s watching which video from where and with what.
- Data Utilization. Use the actionable data to create relevancy, to create or adjust your marketing endeavors so you are able to serve up the right video to the right customer at the right time.
Now that we have reviewed the core elements to a successful video marketing strategy, let’s take a look at kicking it up a notch.
Here are some additional elements to add to your strategy designed to even further increase your engagement, conversions and leads.
Empower Your Customers with Information
Today’s consumers want to be in control of the purchase process. Videos can have a significant impact in that process, with up to 90 percent of people claiming that video plays a role in their purchasing decisions, according to one report.
Although customers want to be in control, they still need information and a trusted resource to guide their decision. Why not become that trusted resource?
When it comes to car shopping, most dealers don’t have a lot of information on their website to help prospective buyers in their research and decision-making process. Why leave that up to the OEMs and third-party sites?
Part of this process involves deciding where to buy. Customers want to buy from a dealership they trust. One of the best ways to gain that trust is to provide the car shopper with information in a transparent way.
If you don’t already have a video showroom on your website, it’s time to add one. Then, create and add the following types of videos:
- Explain the difference between your brand’s trim levels
- Explain the difference between your brand and your top two competing brands
- Explain new features in a newly introduced product/brand
- Explain the sales process/what to expect at your dealership
- Explain the F&I process and products
These videos should focus on educating the shopper. Their purpose is to gain customer trust, so the videos should be focused on your customers’ needs and your dealership’s expertise.
Virtual Reality Video
Virtual Reality (VR) is already mainstream. The good news for dealers is that creating VR videos doesn’t require a lot of expensive equipment or time. You can create VR videos in approximately the same amount of time as you can a regular video.
VR videos are highly engaging and will differentiate your brand, at least until the rest of the Jones’s on the block catch up. If you want a captive audience, start by creating and posting a few model review videos on your website in VR first as these will be more relevant longer then an inventory specific video. To get even more engagement you can then distribute them through email and your social media channels.
Watching a VR video is a completely different experience than watching a regular video; if you haven’t tried it yet, you should! The experience is completely immersive, memorable and emotional.
You don’t have to start doing VR videos for every piece of inventory. Focus on creating a VR video for your new models and make them both educational and fun, if possible. As the customer is sitting in the front seat, guide them through what they’re seeing, touching and feeling.
Consumers can experience VR videos if they own a smartphone and a pair of VR goggles or headsets. All that’s required is downloading an app that can play virtual reality videos.
Live Streaming Video
Today’s consumer demands instant information and transparency during the car-buying process, and live-streaming video calls are a great way to establish a connection, build trust and provide information in an immediate and transparent manner.
Live streaming is another technology that you may want to consider incorporating into your sales process. Allow your shoppers to connect in real-time with your team. It’s not just Millennials that want their information now…Boomers do too!
Are you ready to take your video marketing game to the next level? Try these three video strategies designed to engage customers and increase conversions and leads.
I’ve spoken many times about the types of video a dealership should produce outside of inventory videos to create an emotional connection to your brand, dealership and employees. However, there is one thing I have touched on in the past that needs more attention. It is, in fact, one of the most important pieces of advice I can give:
The car should always be the star!
What do I mean by that? Regardless of the type of video you produce, the sole focus of each is fundamentally to excite and persuade a potential customer to choose your dealership and come in to buy a vehicle. But what about personalized walkaround videos, personal e-mail responses, why buy videos, or customer testimonials?
If you’re creating video content for your dealership and only take one piece of advice from me, let it be this: Make sure that the brand you represent, and/or the vehicle you are trying to sell, is visible in every video.
It’s great to send a personalized video email response to a customer. It’s certainly engaging and puts a face behind the name. But, while the personal video e-mail response will do that, the customer ultimately is considering purchasing something you sell.
Imagine how much more powerful a personalized video response would be if, instead of filming in front a background consisting of a white wall or other desks, it was filmed in front of the exact vehicle the customer inquired about. I’m not talking about a walkaround. Simply a little product placement. There’s a reason major brands pay big money for product placement in movies, television shows and video games. That’s because it pays off! That Pepsi can that the actor is drinking out of may never be mentioned or referred to — but I can guarantee you one thing… it was noticed.
Make sure that, when making a personal video response, why buy video, or while filming a customer testimonial, the background contains either a vehicle that you sell, the specific one the customer is interested in, or the vehicle they already purchased.
Video content is evergreen in that it doesn’t expire. It can float around the digital universe for an eternity if you want it to. Ensure that as many videos as possible promote not only your store and employees, but also the vehicles that you sell. You never know when someone will come across it and be impacted by it.
Many times, those accidental or unintended video views lead to relationships that span a lifetime. Make sure every piece of video content displays your vehicles – even if that’s not the video’s intent – and you’ll take your engagement and connection to the next level.
Interpreting meaning through communication can be hard.
For example, the simple statement “Fine.”
What does that word really mean? Ultimately, it depends on the context and, more importantly, how it’s said and the body language which happens in that exact moment.
When your significant other says “fine,” you darn well better know what it means, or you can be in a whole world of trouble! Or, if you tell a teenager they must clean their room before they can go out with friends, play video games or whatever they want, there are many ways “fine” can be expressed. If they say it loudly while slamming the door in your face, that has a much different meaning than if they say it in a low submissive but agreeable way.
Humans are masters of perception. We all communicate, and that communication comes across in different ways – be it vocal, physical, or via some activity.
But what does all this mean as far as your dealership and communicating with your customers?
As marketers, with all the data available to us today, we can better interpret customer interactions and more effectively communicate with them than ever before.
An argument could be made that a customer’s digital activity can tell us more about their intent than a face-to-face conversation. Ultimately, the digital footprints a customer leaves throughout their car buying journey are, in fact, a conversation. You may not be able to see the customer, but they express their intent through their online activities.
That customer looking at your website and bouncing through your entire used car inventory, who also jumped around on third-party listing sites, is much higher in the sales funnel. They are having a conversation with you. Something along the lines of, “I’m in the market for a car but I don’t know what I want.”
A customer visiting your website, viewing every Honda Civic in stock, is not only telling you they want a Honda Civic but, if you want to get granular, also which trim level, price range and mileage restrictions they value.
Whatever they spend the most time viewing is probably the best fit for what they are searching for. An unlimited amount of data is out there to help you identify, define and motivate customers. You must just take the time to look at it.
Now that you know the customer’s intent, where they are in the funnel and what they are interested in, what’s the best way to communicate with them?
While you have the secret-agent advantage of all this relevant data showing the customer’s intent, the customer still wants good old face-to-face interaction when it comes down to the sales process. Simply sending a templated email accomplishes nothing. It’s not personal, is not directed to them, fails to really interact on an emotional level, and usually has little relevance.
Of course, you “could” take the creepy road and tell them everything you know about them — but that would likely be counterproductive.
The best way to engage a customer is through a personalized video response. They can see you, hear you and read your body language. If you’re sincere, friendly and engaging, and use the data you have about the customer’s digital journey to craft a personal response, the customer will be able to relate; rapport will be established infinitely better than any “Buy from us because we love you” e-mail template.
Don’t be afraid to send video email responses to your customers. Most of your competitors simply send those canned templates from their CRM with ZERO impact – if they even make it through the customer’s spam filter.
Make an impression and win business using technology that allows you to interact with customers the same way business has been won for decades… in person. With video you can now interact in person, without the customer even being in your showroom.
The statistics show that customers respond to video. They can read your personality and intentions more clearly via video than a written communication, because emotions are more clearly illustrated. And, more importantly, as a result they will connect with you better and choose your dealership to buy or service their car. Then everything will be just “fine!”
I was recently in need of a moving company. There was one in my community that had done such a great job of branding and building consumer awareness that I decided to give them first shot at my business. I WANTED to do business with them because of their brilliant marketing.
When I was ready to pull the trigger, I Googled their business name and went to their website searching for an email address so I could interact with them and get information via email. However, when I landed on their website, the only contact option offered was to call them.
Well, I had seen their number all over the place already, on signs throughout the neighborhood, on the side of their vans, through paid search ads, organic search ads and their organic search listing. But that’s not how I wanted to communicate with them! I wanted to email them, as that is what I prefer, but they didn’t provide that option. So, guess what? I bounced from their website and searched for other companies that would allow me to communicate with them the way I felt comfortable communicating.
This is an interesting analogy as the same problem is so prevalent in our industry — Do you know how many times potential car buyers have moved onto your competition as you do not allow them to interact with you by their preferred method of communication?
If you aren’t offering every form of communication possible, or fail to clearly post all methods of contact throughout your website, you are probably losing potential vehicle sales and service opportunities more often than you think. Consumer preferences for how they wish to contact and interact with a dealership can vary greatly. Some want to call and talk to a live person. Some want to text. Some want to email. And now, with today’s technology, the younger crowd wants to communicate via live video stream – something most dealerships aren’t prepared for.
Regardless of how the customer wants to interact, my guess is that you want to sell them a car. If they are of the same mindset that I was, you could easily lose that opportunity by failing to provide the form of communication the customer wants to use. And therein lies the problem.
There are many generations in the market today buying vehicles – and each one (not just generations but people) prefer different forms of communication. They may even prefer a different sort of communication at different times, or with different businesses. Imagine if I wanted to communicate with that moving company at 1:00am. I couldn’t even send them an email because all they had was a phone number!
Our goal shouldn’t be just to move shoppers through our sales funnel, it should be to make it easy for shoppers to move through our sales funnel. To accomplish this, you must ensure that all your bases are covered when it comes to providing your customers – or potential customers – their preferred means of communicating with you.
If you are like most dealers, I am sure you try, unsuccessfully, to communicate with customers that submit lead forms all day long. Why make it difficult for them to engage with you when, in fact, they may really want to?
Engaging video needs to be quality video. Whether you’re making it with an iPhone, or a $10,000 camera, it’s important to make sure that a viewer (or viewers) can clearly make out what is being recorded. As personalized video and social media content such as Facebook Live are becoming increasingly popular, there’s one thing many aspiring video marketers fail to consider…
The fact is, it doesn’t matter how expensive (or inexpensive) your video equipment is, almost all tend to lack microphones that are of sufficient quality to really isolate the speaker. Think about it. When you’re doing a video walkaround for a customer, consider all the challenges you face. You’re probably doing it on the dealership’s lot, which means all sorts of background noise is going on: other customers; people paging each other; service department noise; weather-related noise (like wind); and, since most dealerships are roadside, you probably have some traffic noise too. All of these background sounds can easily affect the sound quality of the video and make it difficult for a customer to hear you clearly, which makes the video less engaging –despite how great the video quality may be.
The same issues can arise with personalized email videos, or any type of video content. Your showroom isn’t going to go silent just because you want to record a personalized video email to a customer. It just won’t! There are phones ringing, salespeople talking, customers milling about, perhaps kids in the service waiting area, or even background music playing. All of these things can also affect the overall quality of the video and detract from the professionalism you wish to present to your customer.
My advice is to invest in a great microphone. Regardless of the equipment you use to make the video, there are many choices for external microphones that will work with it and it doesn’t have to be expensive. By simply adding an external microphone to your smartphone, DSLR or video camera, you can greatly increase the clarity and engagement of your video. Nothing is worse than creating a super video only to find out later that some car horn in the background, or other noise, interferes with your voice.
If you’re the type that makes videos on your own (i.e.: selfie video emails or walk arounds), then a simple corded lapel microphone should be sufficient to adequately capture your voice and minimize ambient noise, while not interfering with your video production. If you have someone filming you, whether that’s with a smartphone or DSLR, consider upgrading to a wireless lapel microphone. This allows the camera to be further back, hides microphone wires and minimizes ambient noise, while nicely capturing your voice.
Go ahead and keep making those videos. People love watching them… but they also want to hear what you’re saying. Follow this advice and you’ll find that your video quality increases and your audience is more engaged.
Flick Fusion COO Tim James explains why dealers should incorporate video into their lead follow up process.