Humor hits home run in People’s Choice – Video competition

By Suzanne Haggerty, Research Manager

The votes are in at Chartwell’s EMACS – The Customer Experience Conference, and the winner of Chartwell’s People’s Choice Awards – Video is PNM’s refrigerator recycling video.

Because EMACS attendees judged the videos entirely on creativity, we didn’t have to worry about making voters study viewing statistics or other metrics that might get in the way of a quick and easy on-site poll.

Just like last year’s finalists, the 2018 finalists were a diverse mix. The winning video, first aired in January 2018, was part of a series of videos developed to increase participation in PNM programs, engage customers and enhance the overall PNM brand. The videos took PNM employees out of a familiar context to catch the audience off guard and show, in a humorous way, how approachable and helpful the people of PNM are.

The remaining finalists included four unforgettable videos:

  • To make its “Remix” video, Georgia Power spent nine days filming and capturing thousands of sounds at various power plants using equipment able to pick up even the slightest soundwave. The company’s ad agency, Three, turned each of those sounds into individual musical notes, then composed a music video that only a power company could create.
  • On Feb. 16, 2017, Hydro One’s leadership team joined the contact center to listen to customer concerns and answer questions as part of the Flip the Switch campaign aimed at demonstrating the company’s commitment to customers. In all, 28 senior leaders spent 122 hours listening and responding to more than 800 customer calls. Hydro One released a video showcasing the day’s activities three months later.
  • Idaho Power’s “Nature of Stewardship” TV commercial aired throughout the company’s service area in 2017. It was the fifth in a series of commercials demonstrating the company’s environmental stewardship. The commercials feature scientists who work for Idaho Power showing some of the unique employee roles that protect the Snake River, wildlife and the surrounding habitat.
  • UGI released “The First Day” earlier this year to build brand awareness and show that UGI is a supplier whose natural gas supports businesses with efficiency, reliability, and cost savings. The video, conceptualized by Andculture, emphasized the core areas for JD Power ratings.

We’re already looking forward to next year’s entries – keep an eye out for our call for submissions in early 2019!

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