Case Study: Metlife – Empathy in Action

Challenge:
Metlife needed to communicate a powerful message to their call agents: empathy should be their top priority when assisting customers after a traumatic event, like a fire or loss. The goal was to help agents understand the importance of providing compassionate support during some of the toughest moments for their clients.

Solution:
After several discussions, the tagline “Be the best part of their worst day” was born—a clear and heartfelt message that encapsulated the core of Metlife’s vision. To bring this concept to life, we worked closely with Metlife to develop a detailed storyboard and script. Once approved, we mobilized quickly to execute the idea.

Execution:
Our team filmed the entire short media piece in a single day, ensuring that every shot conveyed the deep empathy and care Metlife wanted to instill in their call agents. With a focus on efficiency and quality, we delivered a heartfelt piece that captured the emotional essence of the message.

Outcome:
The final product successfully communicated Metlife’s commitment to empathy, helping to ensure that agents understood the importance of offering genuine support in times of crisis. This campaign reinforced the company’s core values and equipped their team with the tools to make a meaningful impact on their customers’ lives.