As online shoppers, we’re no strangers to videos on retail sites. With business goals in mind, we may even wonder where the video is coming from, why some brands seem to have a more robust video presence than others on retailer sites, and how those videos influence purchase rates.
Due to visible benefits of increased conversions, enhanced customer experiences and improved SEO, retailers are deploying as much video as they can, but need brand manufacturers to fill the gaps. Brands, or manufacturers, who bring video to their products will be the early winners in a crowded market where the consumer’s voice has so much influence. Here are three ways brands can leverage video content to maximize results:
Brand Videos on Retailer Sites
It’s no secret that retailers want video. Earlier this year the eTailing group reported that 73% of online retailers used video on product pages in 2010. For a major retailer selling thousands of products spanning hundreds of brands, universal coverage is probably not feasible. But, brands can gain an advantage and break through competitive noise by supplying video to their retailer channels.
Video viewers have been shown to purchase at higher rates and greater volumes than site visitors who don’t view video. In fact, according to Comscore, video viewers are 64 percent more likely to purchase and, on average, stay on the site for two minutes longer than other site visitors. Innovative brands that take advantage of this opportunity are a step ahead in terms of customer engagement and brand exposure, which greatly affect shopper behavior.
Brand Videos Link Social Media Channels to Purchase Pages
According to a recent survey by the Content Marketing Institute, 50 percent of manufacturers surveyed had established a YouTube presence for brand-building and connecting directly with consumers.
Click the image to view a video that shows how Crocs leverages video content on their YouTube channel with a clickable overlay button that links directly to the product page. This way, people who view the video can be easily directed to the brand’s site, making a more fluid purchase process.
Brand Videos on Brand Sites
Of course, brands will want to leverage video content on their own site, but that strategy can extend beyond product videos. Brand sites that offer instructional or how-to videos may have a better chance of standing out to the consumer. The brand website is an ideal place for consumers to be directed to when they are researching or looking for help. These types of videos guide shoppers through the purchase process, leading to higher conversions.
Engage Consumers Anywhere they Shop
Placed on the brand’s website, a retailer’s site, social media pages, viewed from a kiosk, or launched on a mobile device from an in-store QR code scan, brand (or manufacturer) video engages consumers, boosts sales and projects the brand voice across all shopping channels.
See more examples of Invodo Video for Brands here.
Guest Post by Gary Lombardo, Commerce Solutions Marketing at Demandware
Shopping is an interactive sport. While smartphone wielding consumers are the main players of the sport, retailers are the ones who set the field of engagement, both online and in the physical world. A variety of methods, tools and technologies exist for retailers to engage consumers, but few are as mature and easy to utilize as 2D codes.
The Rise of 2D Codes
2D codes are two dimensional (hence the name “2D”) images encoded with information. The information can be decoded with a camera-driven scanning application, which will perform a variety of functions including displaying texts, linking to a specific URL, or linking to video content. 2D codes are used for a variety of industrial uses, but 3 key types are used for consumer-facing uses:Quick Response Codes (QR Codes), Microsoft Tags (MS Tags, aka High Capacity Color Barcode) and barcodes. There are different reasons why retailers would use one type over another.
QR Codes and MS Tags in particular have risen in adoption among consumers, especially those that use smartphones. Smartphones provide consumers with the hardware (including the camera) and a platform for the software applications (i.e. ScanLife, ShopSavvy, MS Tag and others), making 2D codes easily accessible and practical for shopping like never before.
Forrester estimates that adoption of 2D code reading applications has risen to 15% in 2011 among smartphone shoppers and is expected to continue to rise in the future. Indeed, it’s difficult today to walk down the street or into a store or open a newspaper or magazine without finding a 2D begging to be scanned.
Uses of 2D Codes
2D codes are applicable throughout each stage of brand engagement with the consumer, which make them a great tool for retailers to create a more interactive shopping experience and connect the online and physical worlds. If applied properly, the benefits retailers can reap include greater brand recognition, greater online and in-store sales, an increase in average order value, greater customer satisfaction and repeat purchases, as well as reduced return rates and support costs. To realize these benefits, retailer should focus the application of 2D codes around four main uses, namely to:
1. Create brand awareness with consumers.
2D codes are a great tool for marketers to capture the attention of shoppers—particularly those on the go with mobile devices and those inundated with other information sources– to create market awareness and craft brand perception. Barney’s New York used QR codes as part of a “Back Stage Campaign” in early 2011 where they displayed ads in the New York Times and online that contained QR codes which linked to online, content-rich “backstage” stories of the products. This energized the approach to traditional advertising and helped drive brand awareness among consumers who may have otherwise not been reached.
2. Share information to educate consumers.
2D codes can guide potential consumers towards purchase by providing them information about products, services, events, and more. Columbia Sportswear produces world-class outdoor apparel for consumers who are interested in learning about how the product was produced, what materials were used to produce it, what conditions the products are meant to be used in and what additional features the product contains that may not be readily apparent. They use QR codes as part of in-store signage and hangtags on products in company stores, as well as other retailers who distribute Columbia gear, to provide consumers with more information about products through video and other content while standing in the store aisle.
Electronic Arts, a leading producer of video games, provides its distributors with in-store digital signage that contain QR codes for content samples of their products. For their game Dragon Age II, shoppers could scan the QR code and get a video demo of the game.
3. Drive consumers to purchase.
2D codes give retailers a unique opportunity to convert sales, especially when they help solve specific problems consumers face, such as cutting down on checkout time or offering immediate rewards. In addition to using QR codes to share information about how their coffee beans were produced, Ethical Beans Roastery and Ethical Bean Xpress Café give consumers the ability to scan QR codes on their products, allowing shoppers to skip waiting in lines and pick up the orders at checkout. Axis Salon, a trendy hair salon in Washington DC, uses QR codes in its storefront that link to videos featuring beauty icons and coupons for discount services—all helping to drive consumers to purchase.
4. Foster customer loyalty post-purchase.
After the sale, 2D codes can drive foster customer satisfaction by providing extra services, support and personalized offers. Nike uses QR codes in its stores to allow consumers to “Like” a product on Facebook, enabling consumers to share their affinity for a brand through recommendations on Facebook. A logical extension to this concept would be to provide rewards (loyalty points, mobile coupons, immediate discounts, etc.) for shoppers who provide such feedback. Ikea entertained the idea of using QR codes to provide video instructions on how to assemble products, such as furniture, making the post-purchase process a more enjoyable one. 
Similarly, QR codes can serve as an easy way to locate product manuals online or warranty information, which could be a real benefit to consumers who often do not keep such information that come with the products, and need to locate them immediately when something goes wrong. This would help cut down on support costs for retailers, in addition to fostering customer loyalty post-purchase.
The Future of 2D Codes
While 2D codes have reached a level of maturity where they are an effective tool for retailers today, they still have a number of challenges to overcome– standardization of code technology (open QR codes v proprietary MS Tags), reader availability, and deeper level consumer awareness beyond where it’s at today– optimally reaching the same level of consumer awareness that UPC barcodes enjoy today. They also face long-term obsolescence from Near Field Communication (NFC), but that is a ways off in the future given NFC nascent state at the present. Bottom line is that 2D codes do not require a lot of time or money to implement and can have large potential returns, so retailers should experiment with them while the cost of learning is low.
Gary Lombardo leads Commerce Solutions marketing at Demandware, a trusted, global leader in on-demand ecommerce. As part of his role, he helps retailers navigate the world of multichannel, mobile and social commerce. Gary tweets @garylombardo and can be reached via email at glombardo at demandware dot com.
Be sure to download the whitepaper “Quick Response Codes in a Multi-Channel World” to learn more about how retailer’s should take advantage of 2D codes.
Step2 is the largest manufacturer of preschool and toddler toys in the United States, with brands including Step2™ and Infantino™. The Invodo production team had recently wrapped up production of a large number of product videos for Step2 at our production facility in Dallas-Fort Worth. Rather than asking that the products be shipped back, the Step2 team asked a great question: “are there any charities in the area that would benefit from having $3,500 worth of these products donated?”
The Step2 and Invodo teams quickly identified the Children’s Medical Center of Dallas as a place where such a donation would have a positive impact. Step2 offers active, real-life play experiences with product such as play kitchens, climbers, and children’s activity desks. Such experiences are vital to the growth and development of all children, and providing outlets for active play can be especially important in a hospital environment.
On the morning of Wednesday, November 16th, team members from both companies delivered the products to the hospital. The toys were immediately put to use in the hospital’s lounge and play area, where they’ll provide a lasting benefit to many children and families.
As Invodo client partner Brandon Sockwell put it, “We’re proud to work with a client like Step2. They’re a great team who understands the importance of giving back. It’s fantastic to be able to do something like this, especially during the holiday season.”
In a recent study, 84 percent of cross channel shoppers said that a combination of in-store and online experiences best suited their shopping needs (eMarketer, 2011). For retailers who need a way to engage consumers in-store, through mobile and online, video is a strategic asset. Here are six creative ways to use video to reach consumers anywhere they shop this holiday season.
1) “On device” videos
Use videos on in-store devices to engage with customers as they shop. On device videos play from demo products as customers browse through items on display.
By using videos “on device” you increase the time shoppers spend interacting with the product. This extra involvement educates customers, which has a significant impact on purchase decisions.
2) On mobile launched through a QR code
Quick Response (QR) codes have gained momentum as cross-channel shopping aides. Launching video on mobile devices gives customers an easier way to gather information. And, by using a QR code, retailers have direct control on the content accessed through a scan.
Some retailers place QR codes at the point of purchase in-store. That way, customers can have a more in depth view of the product features as they shop. According to Google, 79 percent of smart phone users employ their device to help with shopping, and 70 percent use them while in store (Google Mobile Ads Blog, 2011).
3) In catalogs or direct mail
Now, even collateral delivered non-digitally can utilize QR codes with videos that launch upon scanning. And that’s because videos are capable of delivering a unique experience anywhere the consumer has their smart phone.
4) In email marketing
Incorporating video in email has been shown to increase click-through rates by two to three times (Forrester, 2010). That’s because video is more stimulating and engaging than text alone. Read more about using video in email marketing.
5) Site welcome videos
Welcome visitors to your site with short clips. Don’t think of this as an advertisement. Think of it as a welcome at the front door, offering unique information about how to have the best website experience.
Especially on retail sites with many product categories and complex navigation, an intro-video helps site visitors understand how to navigate optimally for their needs.
6) Video teaser for an unreleased product
Slightly different from a viral video because of sales focus, product videos used as teasers ramp up excitement around a new product or feature release.
A major appliance retailer recently ran a campaign in which they put videos on their website for products that were not available to purchase, in-store or online, until a later date. When that date arrived, they found that over 30% of customers who came into the store to buy one of the newly released products had watched the product video online. Essentially, the pre-release product videos had a direct impact on in-store traffic, increasing sales and making the customers’ shopping experience more successful.
Happy Holiday Selling!
Incorporating video in a variety of ways across multiple platforms provides benefits for both customer and retailer. For the customer, videos provide a more educational, engaging and personable way to gather information. For retailers, including video yields benefits of increased time on site, higher customer satisfaction, reduced returns, lower service costs, better SEO and much more.
How else are you using video this holiday season? Let us know in the comments.
We hope your Halloween weekend was filled with candy and costumes. Last Monday, the Invodo office erupted with a flurry of eccentric attire. You can see the whole expo on our Facebook page, but here are a few of the highlights.
We had some costume shout-outs to social media sensations. The Hipster Mermaid could be found shrugging off all things too mainstream, including the sea. Our Director of Marketing appeared as one of the year’s YouTube favorites, the apathetic Honey Badger. Celebrities and characters strutted down the aisle for the 4th Annual Invodo Halloween Costume Contest, but only one costume concept took home the prize.
Here are some of the favorites:
Visit our Facebook to see photos of the winning costumes.
We’ve seen the number of videos viewed on retail sites spike in the last few years as consumers become more comfortable watching video online. Comscore reported that video views on retail sites have increased more than 40% since 2009.
Why has there been such a shift towards video? One reason is that video communicates better than text alone. Essentially 90% of the population learns best by visual or auditory stimuli. Video provides both.
Last week Craig Wax, Invodo CEO, spoke about the future of online video for business at Innotech in Austin, TX. Here are three key takeaways from the presentation:
1) Online experience influences in-store purchases.
With the ease of online shopping, no longer must we trudge to the store and scour the aisles only to find that the product we wanted is out of stock. Yet in addition to doing product research online, most shoppers will also visit a store this holiday season.
Hal Lawton, President of Home Depot Online, recently said, “45 percent of in-store shoppers pay a visit to homedepot.com first.” (Retailgeek.com, 2011) That means customer experience online has direct influence on in store purchases. Crafting the best possible online experience is top of the list for both online and brick and mortar businesses.
2) Video breaks down the walls between on and offline shopping.
Tablets and smartphones have revolutionized the way people shop; 84 percent of smartphone owners use their devices to search local retailers (ROI Research Inc, 2011). Strategies for the upcoming months must focus on ways to best communicate with the mobile audience.
Just like today’s consumer, video has moved past product pages. Using scannable QR codes, video is accessed anywhere the consumer takes their smart phone. Over the past year, we’ve seen video-linked QR codes appear on in-store displays, catalogues and other printed materials. Unlike text, video thrives on the small mobile screen because it is easily accessed and visually appealing.
3) Video improves customer experience, increases conversion and engagement, and improves SEO. (Lenovo Case Study)
We wanted to see just how much Invodo video impacted business metrics. Here are the results we saw after analyzing data from Lenovo’s videos and eCommerce site:
The web is no longer about text and images. Video dominates internet traffic, and businesses are shifting from text based communication to the more captivating medium of video. As we gear up for the holiday season, expect to see more cross-channel strategies take the stage. We’ll be watching the trends and keep you up to date with the latest in how video for business helps retailers sell more online and in-store.
Tango Health needed to speak simply to consumers about a complex issue.
Scott Van Horn, Client Services Director at Tango Health, sheds some light on how video has helped the company over the hurdle of explaining dense, jargon-filled insurance regulations in a captivating way. “The challenge came in conveying our professionalism and expertise without being boring or overlooked,” Van Horn says.
Video became the clear option for tackling this obstacle. According to Van Horn, “We felt that video was absolutely necessary for conveying our message. Video brings to life a subject that may seem like a drag otherwise.”
The Video Strategy
The Tango Health team knew that many potential customers wouldn’t want to read through the text on how HSAs work or look over a list of bullet points on how Tango Health can make HSAs easy. Van Horn says that, “With video, we’ve reached a whole new audience and have found a more customer-friendly way of explaining Tango’s mission and how HSAs actually work.”
So, Tango Health decided to start with three videos that would educate potential customers on their service offering. Each video is prominently placed on an appropriate page. Two of their videos use a single advisor to explain the company’s service offerings. With the HSA 101 video, Tango Health took a less traditional route and dusts the myths off HSAs in a quirky and easy-to-watch format. Clients have expressed how the off-the-wall video gets their message out in a totally new, but relevant way. 
The Results – 4.2 out of 5 stars
After implementing three targeted videos, Tango Health’s team was interested to see their site visitors’ reactions. The answer was overwhelmingly positive. The three videos on the Tango Health website earned an average of 4.2 out of 5 stars according to Invodo’s InPlayer Ratings and Comments feature.
Comments alluded to the helpfulness of the educational videos. One commenter noted that they didn’t know what an HSA was, but after watching the video, understood the benefits of having one.
According to Van Horn, after launching the videos, the Tango Health team has received a plethora of unsolicited, positive reactions. He’s been pleasantly surprised at the number of people who watch the videos.
Video Sells Services
Video proves to be a powerful tool for service providers looking for the extra edge when explaining their offerings. Van Horn knows they’ve challenged others in the healthcare industry to reevaluate the way information is disseminated online. He says, “We took a risk, and it has definitely set a new bar for HSA education in our industry.”
To receive the Tango Health Case Study, send an email to news
invodo
com
I had the privilege of sharing the mic with Bizchair.com founder and CEO Sean Belnick as well as Internet Retailer editor Don Davis. Sean shared insights about Bizchair.com’s strategy for success with video, and Don and I shared some industry information and best practices. Want to see the full thing? We’ve archived the Secrets to Video for Retail webinar on our site, or you can view it here.
A group of hundreds of retailers attended, so we took the opportunity to quickly survey the crowd. Here’s what we found:
1) Producing video content is the single biggest barrier to retailers (38%), followed by budget at 21%. Getting internal alignment on a video strategy also ranks highly at 18%. Only about 12% of the group found implementing a video platform or managing content to be the biggest barrier.
2) Almost 30% of retailers will have a dedicated budget for video in 2012, but they’re outnumbered by the 64% whose video budget is drawn from a line-item for social media, emerging media, and other new initiatives. And the number of retailers who plan to have a dedicated video budget in 2012 is almost twice what it was in 2011.
3) 76.7% of the crowd believe that the single most important thing to measure is impact on sales. 17.4% voted for customer experience metrics. Very few retailers were concerned with the viewing metrics (number of views, for example) that most video platforms focus on measuring.
These results drive home that content production is a key pain point, an increasing number of retailers are budgeting for video, and measuring sales impact is key. Take a look at the recorded Webinar if you’d like more information.
Last week some of the Invodo team dedicated their Wednesday morning to prepare and serve lunch to Austin’s less fortunate with Caritas, a local non-profit organization dedicated to providing resources to help individuals experiencing poverty become self-sufficient. Everyone who participated agreed that serving those in need is a big reminder to be thankful for all that we have.
Travis Kenney, an Invodo Market Development Associate, initiated the volunteer opportunity and hopes it will be the first of many. Early Wednesday morning, the seven Invodoians all worked together to chop vegetables for soup and prepare peanut butter and jelly sandwiches. Everyone served together on the line as the hungry crowd arrived.
Volunteering at Caritas is just one example of the giving nature of our team members. A few weeks ago, many team members also dedicated their time or sent items to help the victims of the fires that happened near Austin, Texas. If you take a look at our culture page, you’ll notice that we truly value the opportunity to help others. We are humans, not resources.
At Caritas, the woman who introduced the serving Invodoians pronounced our company name, “Invivo.” We think this just might be appropriate for the kind of work we do. Invivo – bringing video to life!
Invodo CEO Craig Wax recently took time to contribute a couple of articles to industry publications. Just in case you missed ‘em, here they are.
Measuring Beyond Conversion: The Impact of Video on Customer Experience was just published in Retail Touchpoints. Video does more than drive conversion and SEO. It’s also a key lever for improving customer experience, as Craig details in the article. RTP editor Amanda Batista added a nice video interview with Craig as well, shot at the Shop.org Summit in Boston.
Additionally, Video Strategy: 5 Steps for Success just ran in Website Magazine. Worth checking out as well. Any successful program starts with a well-thought-out strategy, and Craig walks through key learnings from Invodo’s Client Partner team.
Both are worth reading for any retailer or brand intent on driving results through video. We’ve learned a lot through our experiences building video programs for some of the best businesses on the planet, so we hope the information’s helpful to you.
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