What Are Customer Journey Videos?

Most businesses have some form of “social proof” on their websites—like testimonials, quotes, or written case studies. While these can help build trust, nothing compares to a customer journey video. These videos follow the classic storytelling principle of the “hero’s journey,” a structure that has captivated audiences for centuries.

Here’s how it translates to your customers’ stories:

1. Stage 1: The customer has a problem—a need, concern, or challenge.
2. Stage 2: The journey they take to solve it (with your company’s help).
3. Stage 3: Where they are now, thanks to your solution.

The goal is simple: A potential customer watches the video and thinks, “That person had my exact problem, and they solved it with this company.” This creates trust through empathy and relatability.

Why Aren’t More Companies Using These Videos?

Despite how effective they are, customer journey videos are surprisingly rare. Many businesses assume they’re hard to make or worry customers won’t agree to participate. However, when a company truly solves a customer’s problem, it’s often easy to find customers willing to share their success story—especially if the recording process is smooth and respectful.

How to Use Customer Journey Videos Effectively

The real power of these videos lies in their integration into your sales process. For example, if a prospect is uncertain about moving forward, showing them a relatable customer journey video can be the deciding factor. Seeing someone like them overcome the same challenge with your help builds confidence and eliminates doubt.

Pro Tip: Always get written permission from your customers before featuring them in your videos.

The Visual Sale Advantage

Customer journey videos aren’t just about storytelling—they’re about driving sales. When prospects see real people with real problems finding real solutions, it’s much easier for them to trust your business. These videos don’t just inform; they inspire action.