YouTube video plays several key roles in the Customer Journey. The video platform offers customers a way to engage through comments and sharing content with one another and plays a supporting (sometimes starring) role in other social media campaigns by serving up videos for Twitter, Facebook and blogs.
While it is more obvious that these other Social Media Platforms steer the customer journey towards YouTube videos, it is also interesting to note where and how the customer journey continues on from online video. Video can and does assist in the continuation of the customer journey towards these other social media platforms. The trick is optimizing YouTube to tap the full potential online video has in supporting and continuing the customer journey: