Why this works
Acquisition is expensive; the customers who stay pay the bill. Retention content rarely gets the same investment as acquisition content, but a 90-second clip from a customer two years in does more for renewal than the brochure your CSM is sending. Recording your most loyal customers gives you proof, social, and onboarding content from one shoot.
Who you'll feature
A long-tenure customer. The voice that proves it works over time.
Their CSM or account lead. Frames what changed across the relationship.
An optional product or success specialist for the technical depth.
How to capture it
Open MarketScale → Requests → New Request. Three prompts to the customer:
What made you say yes the first time?
What's kept you here since?
What advice would you give a new customer just starting?
Use AI Writer to refine the brief in the customer's tone.
Run the recording in Remote recording with the CSM in the room as a relaxed conversation partner.
For anchor renewals or top-tier accounts, book an Onsite Video Booking at the customer site and capture the workflow on camera.
Reuse it (the 1:10 framing)
One loyalty shoot becomes:
A 2-minute customer-tenure feature.
A 30-second renewal-conversation reminder clip.
A 30-second cut of "advice to new customers."
An onboarding video new customers watch in week one.
A QBR appendix the CSM uses with similar accounts.
A LinkedIn post the customer can repost.
A blog post on "why customers stay."
A user-conference invitation asset.
A loyalty-program enrollment driver.
A pinned customer playlist on your Channel feed.
Bundle each customer's cuts into a Collection in Ready to Share the CSM can send to lookalike accounts mid-cycle.
Common mistake
Only featuring the customer at signing or at a milestone. The most credible retention content captures the unglamorous middle: month 14, month 18, month 24. Nothing's exploding, the workflow's just working. That's the proof every prospect actually wants.