Tag Archives: creative

9 Reasons to Keep Satisfied Customers

Here’s something that’s worth keeping around:

  • 98% of dissatisfied customers never complain, they just leave.
  • 85% of dissatisfied customers tell nine people about their poor experience. 13% tell 20 people.
  • A satisfied customer tells just five people.
  • Over five years, a typical company loses 80% of its customers; 65% because of a negative experience with the company.
  • 75% of the reasons a customer leaves has nothing to do with the product.
  • Retain just 5% of your customers, and profits will increase from 25% to 55%.
  • The top five businesses in any industry have over 90% customer retention. Most businesses average 80%.
  • For every 1% improvement in customer rate sustained over five years, there is a 20% improvement in operating income.

and finally,

The number one reason why customers switch companies is that they don’t feel appreciated.

Ask me, and I’ll show you how using video makes for higher customer loyalty.

–That’s a wrap.

Behind The Scenes – Part Two. Editing

Picture this: a shot of the top drawer of a desk. A hand moves into the shot, and opens the drawer. We see – a pistol. What’s the next shot in this story?
-a closeup at a man’s reaction, surprised at his find?
-an over the shoulder shot of someone, an aggressor, standing in front of the desk?
– a medium shot of a man looking into the drawer. He is a police officer, and there are other police officers in the room, but in the background.

Each one of those tells a different story. It’s up to the editor to tell the story of what the cameraman has been shooting.

Even with business videos, I have to do the same thing. I have to ask myself, “Where do I want the viewer’s eyes next for maximum impact?” This is the main thing that sets amateur videos apart from professional videos: amateurs tend to want to get everything in one long take. And they end up with mistakes, and gaffes that need to be removed but aren’t because editing has a steep learning curve.

It is nice of Windows to add a Windows Movie Maker to every version of it’s operating system that is produced. However, editing with Windows Movie Maker is like trying to run a race in wooden shoes. It can be done, if you’re patient, but overall, it’s – clunky.

There are some very good consumer editing software on the market. The problem is, it’s not plug and play. There was a learning curve in video editing even for me, and I’ve been cutting audio for over 20 years.

The shots I make that tell the story but will have little or none of their sound used is caller “B-roll” These are the shots that are the demonstration, while a voice explains what’s going on. I consider my B-roll to be probably the most important footage I can shoot. Because while I cut away from the main speaker to show the demo, I can then edit the speaker’s AUDIO without making the video jump cut. That’s very helpful for taking out extraneous phrases or noises and making the person on camera seem more polished.

Morey: Ask me what is the most important quality of a great comedian
Henny: Ok, What is the..
Morey: TIMING!

I’ve always loved that bit of dialog. It’s so true, not only in comedy, but in anything that tells a story. And a good editor has a good sense of timing. You know when you’ve stayed on a shot long enough and it’s time to move on. Many amateurs stay on a shot waaaay to long. Unfortunately, if you look at much of the stuff that is posted on You Tube, you’ll find that the rule instead of the exception. The eye is quick, and the brain is quicker. Usually, three or four seconds is all you need before it’s time to change shots.

Watch your favorite movie or TV show again and pay attention to the editing., the scenes that were used and the decisions that were made to tell the story. I know you’ll see something that will open your eyes.

Now, what do you want for YOUR project? What’s the story you’re going to tell?

That’s a wrap.

21 Signs Your Company Is Ready To Put Videos On Your Website

It took me about five minutes to come up with this list. I like the number 21. But there are a few dozen more I’ll save for another post. Ready?


1. Your “time spent on site” analytic is less than 60 seconds

2. Visitors do research on your site, then buy from a competitor

3. Visitors read the “About Us” page then leave

4. You sell a service which is performed in your customer’s home

5. You sell a service to customers which is performed in your home

6. You compete in an industry that has a less than stellar reputation

7. You keep trying to get on the first page of search engine results, but never make it.

8. Your company president asks, “What is You Tube?”

9. Your company president asks, “What is the internet?”

10. Your Unique Selling Proposition is better customer service

11. You have to show your customers how your product works

12.You have to show your customers the safety features of your product

13. You need to show why your product is built better than the other guy’s

14. There are questions you WISH your customers would ask

15. Your company is celebrating a milestone anniversary

16. You want your customers to meet your staff

17. You want to build brand loyalty

18. You want to show off your expertise

19. You want to be the “go to” person in your industry

20. You’re getting ready for a price increase

21. You’ve just started a new business

Do any of these sound like you or someone you know? Let’s talk about it. I’ll buy the coffee. Maybe I’ll even buy lunch.

That’s a wrap.

Behind The Scenes part one – WHAT IS POST PRODUCTION?

Part of our core message is : “We write, shoot, edit, do post production, then deliver the files to you.” And while I try to keep that core message simple and as targeted as possible, I want to do some in depth blog posts to explain what makes Videos On Your Website a valuable resource.

Every video gets a little post-production. It may be as simple as adding a music track. Oh, wait – did I say simple?

Music should enhance without being obtrusive. All music tracks have to be edited themselves – so that they fit the same timing as the video. Sometimes, whole segments of a music track have to be moved to match scene changes.

Voiceover is part of post production. Being a voice artist for 20 years, I could go into fanatical detail about this. But I won’t. I have another blog for that at ronharper.com. Suffice to say the voice tells the story. Narration entails a lot more than reading.

Everyone likes nice graphics, whether it’s a logo, or a great still shot. But how about a little blip at the bottom of the screen that shows the speaker’s name? That is usually made up of two different video files: a background, called a “lower-third”, and the text file. How big should it be? Where do you want to place it on the screen? Want to match the color to the logo? Those are some of the decisions we make at that point. Still shots don’t always fill the screen, and they need a background. Or, maybe you’d like to start at the top of the still and pan down, or slowly zoom in.

Is the color right on all of the shots? If not, we can adjust it in post. Want a special filter, or other effect – it’s all done in post production.

Come back soon, and we’ll have another peak behind the scenes.

–That’s a wrap.

6 Absolute Musts For Shooting Yourself On Video

I have seen a handful of vanity channels, so-called business presentations, video blogs, and all the rest, and I gotta tell ya.. owning a video camera or a web cam no more makes you a talk show host than owning a guitar makes you Erc Clapton.

I was compelled to start watching these folks because they had a headline that drew me in, they said something interesting, or because I know them. Truthfully,  I didn’t last more than 3 minutes.

So I keep coming back to something I’ve said time and time again: Either you want to be known as an expert, or you want people to buy a product or service from you, so be as professional as you know how, or the next guy will.  Online video has no excuses for poor quality.  If you’re going to shoot yourself, here’s how to do it with a little class:

  1. Find an uncluttered spot. Look at your surroundings the way the camera is going to see it. Don’t let anything get in the way of the camera’s main focus.
  2. Back Away From The Camera.  Really. All this fisheyed e-trade baby video is making me nauseous.
  3. SMILE !!!!  And hold eye contact. Put a picture of someone you care a lot about beside that camera lens.  Then talk to them.  You will be more natural
  4. Take off the headphones.  You don’t have to hear yourself. It also looks really low tech. If there are music cues or an interview you have to respond to, get an earpiece, or just set the phones down out of camera range. You’ll still be able to hear it.
  5. Don’t take five minutes to get to the content.  I don’t really care that this is your fifth show, and you now have two thousand viewers.  Acknowledge what I came to see. At least Letterman and Leno start with a rundown of what the show’s going to be about.  It’s not a bad idea for you to do that, too.  Of course, it will mean actually planning, and not talking off the top of your head.
  6. That will directly affect your “um” quotient.  Take notes, and use those notes to prompt you for the next idea.  Planning and focusing keeps the “ums” to a mimimum.  A little silence is a lot more preferable to inane babble.
  7. Keep it short and to the point.  I’m not going to watch you for an hour. Especially if it’s just you on camera.  Sorry if it hurts your feelings.  Brevity is the soul of wit. You’ll get more viewers with a shorter piece. You’ll be more focused.  Did you know that all of the network evening news shows used to be 15 minutes long?

If you can do those simple things, you’ll be surprised how better you look, and how much more professional you come across.

–That’s A Wrap.

And Now, A Word From Our Sponsor

Say you’re watching your favorite show, and it’s time for a commercial. But before the commercial is played, you see, “We Will Return To Our Show In 30 Seconds.” What would you do?
Would you sit thru the commercial? Would you fast forward if the show had been recorded? Would you see if you could find a snack in half a minute?

TV execs are hoping you’ll just sit and watch.

This season, there will be some new techniques for commercial breaks, all of them designed to get you to watch, or engage you. Some shows will only show one 30 second spot at a time. Some shows will be using the actors in character, so that maybe you won’t notice they’ve gone to a commercial.

Well, of course, none of this is new.

Forty years ago and more, actors from TV shows were making pitches in character for hundreds of products…everyone from Dick Van Dyke to the Flintstones.

Actually, network execs have been saying for sometime that they’re worried about folks flashing forward on their DVRs. Hmmm. Let’s think about that for a minute. Which TV spots would you NOT want to fast forward thru? Isn’t there one particular time of year when TV commercials actually make headlines?

That January Football Game.


Why are THOSE spots watched, and talked about, and remembered, and discussed, and replayed?
Could be that they’re just a tad bit more creative than the norm? Could it be that here are a group of advertisers who understand that the way to engage the audience is to also entertain them?
Why does that happen just in January?

Ok, there are actually some pretty good spots the rest of the year.. I like PC vs Mac, the E*Trade baby, and IKEA. But just like radio, TV spots don’t have to be funny. They just have to be memorable. They just have to show their benefit to the consumer.

Make it relevant, and they will watch.

Folks will watch “TV’s Funniest Commercials Part 8?, but they will remember Mean Joe Green and the kid with the Coke bottle because it touched them. And that’s going to sell a whole lot more product than Smiling Bob could ever dream of.

–That’s a wrap.