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Best types of video to explain to clients

By Tim Cumming and Helen Pain, updated 25 Aug 2021

In marketing, we don't like to admit that occasionally, we've no clue what to say. We may have loose ideas, messages, short fragments, sentences, straplines, or a clear sense of the big picture. Yet, we lack the weekly, monthly, or daily narratives that are required to communicate a simple message.

There's a very good reason for this: it is fabulously complex. Without some kind of map, or orientation to guide us through the maze of the different occasions customers might be searching, browsing, interrogating, or comparing, we haven't got a chance to nail down the exact format or message, or level of daring in terms of asking for the business.

This article will help you see beyond Google's somewhat vague 'Help, Hub, Hero' model into a more practical way of using video to explainers to drive business

Explaining well builds desire
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Google's search-orientated approach

Google likes to see moments as a three category system: Hero, Hub and Help moments.


This is for when a customer is prepared to be impressed, to sit back and absorb your positive sales messages at a light or high level. The videos you might use would be proposition, services or product explainers, tasters, or stories revealing features and benefits. Hero pieces are usually more glamorous, high budget and make a more showy statement.


Google argues that customers are willing to journey inwards, into your website or social media, to discover or learn. These are distinct from Hero because the customer is looking for something - the known, or unknown, information. These video types are interactive, explainers, testimonials, case studies, or videos about your specialisms, events or insights into markets, sectors, processes or other forms of narrowed down content.


These are about how to use the service or product you are selling and include demos, how-to films, tutorials, client or staff trainers. Google, being Google, looks beyond the classification of the content into how advertising can be sold around these types of content and the usefulness and volume of searches performed by users.

You might take all or this with a certain pinch of salt, or you might not. If you're a search-orientated company, i.e., if your customers tend to find you via search engines, this kind of model is more helpful for you. Videos that fit into these categories will be useful and match the kinds of journeys your customers go on in order to discover you.

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Alternative approach

If your business is not a predominantly search-driven business, like most small and medium sized firms, the Hero/Hub/Help pieces will have some utility, but will fall short in a number of real world customer moments. A different approach which reflects nine different groups of moments, is less dependent on search and more likely to represent the varied ways the customers find you. These can include not just search, but social, blogging, email, and offline forms of communication such as networking, events, and snail mail.

The nine levels of interest are:

  • Attracting
  • Assuring
  • Explaining
  • Persuading
  • Prospecting
  • Nurturing
  • Convincing
  • Onboarding
  • Land and Expand

These moments typically reflect the various levels of interest, purpose or intention that your customer might bring to their search for a solution to their problem.

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Explaining videos

This is the best known category of moment in the customer journey because most of us use the term on a regular basis. Explainer videos can and should cover explanations of process, specialisms, skills, markets or outcomes, and although most videos made in this class tend to favour the process approach, much is to be gained from exploring the other topics.

Let's say you're an investment firm with a specialism in infrastructure in the Middle East, and you have two opportunities to make explainer videos. You can: a) talk about your deep roots in the Middle East and to provide evidence for that, and b) explain your work in infrastructure and importance of infrastructure for the economic development of the Middle East. These topics - these difference approaches - are vital to a prospective customer seeking a partner to assist them with their next project. A candid revelation in both these areas might ring two important bells with that buyer.

Explainer videos should have a CTA that is useful to the customer and to yourself. Usually, a customer who now understands the sequence or process isn't quite ready to book a Zoom meeting, or to get in touch. They have a new, fresh understanding of the topic explained, but they need more reassurance about your capabilities and suitability for their needs.

The right kind of CTA is to encourage the viewer to a more persuasive, conclusive content - this might be a white paper, an explanation of the onboarding process, or it might simply be a link to a page on your team's strengths. The dark art of CTA, however, often goes awry. As marketers, in our rush to woo the client, we overlook the state that the customer is likely to be in at this moment: that they understand, but are not quite ready to pick up the phone.

Do List

  • Customer consideration: Where is your customer likely to be in this stage of the journey? Decide with your video agency on the appropriate CTA that encourages them to make the next step towards using your firm.
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