5 ways home entertainment and streaming services can scale up their communications stream in a sudden surge

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More than ever today, at-home entertainment providers are helping people connect with work, family and friends for information, education and distraction. Customers are responding by heading online in record numbers.  

Preliminary figures show internet usage has risen 50% to 70%. Video streaming and game downloads are posting massive increases as people seek diversions at home. Brands in these verticals are faced with challenges of scaling up quickly across the organization, especially in areas of communications, marketing, and customer support.

‘Always-on’ conditions require nimble messaging

Even during normal times, companies increasingly see the value in being able to pivot quickly to keep their messaging up to date and accurate. In these times, that “should” has become a must because it will help customers manage new and ever-changing day-to-day realities.

Companies who will success in this pressure-cooker environment will be those who can meet these challenges:

  • Keep message personalization up to date. The ability to personalize beyond first name and even past purchases has always been a competitive differentiator. Today, companies have to be able to change up the message on the fly as conditions change from day to day. Companies that can master real-time communications, especially those that update content automatically based on moment of open, will be the winners.
  • Target messaging content by location. Because customers can access content from anywhere via the internet, it’s more important than ever to understand where they’re coming from and to connect that to conditions in their own locations, especially if your content is restricted to specific times or geographic areas.    
  • Streamline operations to stay competitive. At the same time that we’re seeing a dramatic increase in online access, competing companies are making aggressive plays for new customers by extending free trials and taking down paywalls on popular content. It’s more important than ever to get out in front of customers, whether to retain loyal users or to quickly bring new clients on board. 

These new demands on messaging can strain the resources of marketing teams that are already stretched to their limits. Technology that allows the team to edit and adapt messaging content on the fly will boost productivity as well as increase message value for recipients.

5 ways to stay competitive in a fast-changing market

1. Gain the gift of the “takeback.” This allows you to edit or switch out content even after you press “send.” This is important for digital content providers like streaming services because so much can change from day to day or even from the start of the end of the business day now.

An entertainment channel or movie, TV show or virtual game that looked like a sure hit in January when you created your promotional plan could be outdated or inappropriate now. Or, your company has to respond in real time to an aggressive promotion from a major competitor.

No matter the reason, you don’t have to worry about canceling email promotions in your send queue. Using real-time technology, you can change out the editable content with the new message as needed.

2. Scale up for increased demand. Each of your customers has unique interests in program and content choices. Your email messages should reflect that so you can send messages read like 1-to-1 communications. 

Use dynamic content blocks and adaptive images to create nearly endless versions of a single message template. You can mix in your regular promotions with content that appeals to customers whose tastes you know and include how-to info and content suggestions for new customers without having to create side-by-side messaging strategies.

3.  Add a real-time news or schedule feed. Adding this real-time, automatically updating content in your emails shows customers what’s playing on your channels at the moment they open your emails. Plus, it gives them a heads-up on what’s playing next. Then, adding a “Play” button can help desktop viewers jump right into the content they want. 

4. Embed video right into your emails: Make your content even more compelling by adding trailers, teasers, highlights, even short pieces right into your emails. Besides showing customers what they’re missing,  you can also help parents and other video watchdogs check out content in advance to be sure it’s appropriate to watch. 

In the past, video in email could be frustrating because many browsers or email clients didn’t support it. However, today’s technology can serve up the right version automatically to give your viewers the best experience.  

5. Expand your reach with “tap to text.” Email is fast, but sometimes SMS is the right choice when you need to send last-minute program updates, reminders and late-breaking offers. “tap to text” makes the process effortless with an in-email call to action that automatically populates a text when viewed on mobile or provides easy instructions to customers checking their email on desktops or other devices.

Real-time content positions your brand for what’s ahead

Industry trend-watchers are suggesting that the changes happening rapidly in online and in-home entertainment will alter how consumers access video, gaming, music and live content long after conditions return to normal. 

Retool your email communications to meet your customers’ short-term needs now, and then revisit them later to keep your brand a welcome guest in their homes for the long term.

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Gretchen Scheiman serves as Liveclicker's Senior Director of Marketing. She is fortunate to work with an amazingly talented team to build and manage a growth engine across all levels of the marketing funnel, for an innovative global brand.

Gretchen Scheiman
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