The Surgery created a video as a tool to gain senior level buy-in and funding to roll-out Heartbeat, a new real-time customer feedback system at E.ON. It needed to tell a clear story about the need for real time customer feedback, and the difference it would make for employees, customers and the business. Senior Leaders were persuaded by employees talking authentically and honestly about their real experience of using Heartbeat to improve the customer experience.
Heartbeat is now a fully funded, multi-million euro programme that’s changing the way customer feedback is used across the business.
Winner of a 2018 Stevie Bronze Award