We created the theme Listen Up to inspire all Medica employees—from the front desk to the corner office—to contribute to better customer service. The internal program included videos, posters, emails, and collateral materials. Medica used recognition and incentives to reward employees who attended training and provided exceptional customer service. Overall, employees enthusiastically embraced the effort, which led to increased customer satisfaction ratings. We then launched the Listen Up campaign to the outside world, transforming a powerful internal initiative into an empowering brand differentiator that set Medica apart.
