Connecting Npower with its Customers

Npower


Npower asked us to deliver a consumer closeness campaign that would put customers back at the very heart of their business. We began by visiting their customers throughout the country, filming families talking about their lifestyles, habits and experiences, and producing a series of insight films for Npower’s Executive Circle to watch.

We then designed, delivered and filmed a highly creative and interactive audience closeness event where the 23-strong directorate and executive team met with customers in person, to learn about their lives in order to improve business decisions. The success of the event led to us organising further in-home immersions for members of the Npower executive and producing a suite of films covering various aspects of usage and attitudes towards energy services which were shared across the business and used as core content in a major PR campaign.

I just wanted to thank you all for the Customer First event, which I think was a real success. It is easy to talk about customers, without ever meeting them, and hence the event was extremely powerful and something that should be rolled out to others.


Paul Massara
CEO, RWE Npower