GoCardless is building the world's bank pay network - helping businesses collect instant, one-off payments and automated recurring payments via direct debit. From multinational corporations to SMEs, transactions by more than 85,000 businesses worldwide go through GoCardless each month, and the business processes $10bn of payments each year.
‘Getting closer to customers’ was an innovative use of customer advocacy video content for GoCardless’ annual live internal event, GC Live. In previous years, this content was repurposed material shown between presentations throughout the day. This year, it was the backbone of the event. Filmed across five countries in less than three weeks including Toronto, Paris, Berlin, London and Melbourne, it was a global collaborative effort across Big Button and multiple GoCardless teams, who dared to take the risk to do something different.
The relaxed creative style created an opportunity for GoCardless to connect with their customers through fun questions and a three-minute challenge. Unlike typical customer stories, this format allowed the contributors’ personalities to shine through, alongside sharing their experiences of how GoCardless has contributed to their business success.
The results were upbeat, fast-paced and engaging. Importantly for the client, it led to a deeper understanding of how GoCardless can better serve its customers in the upcoming year while creating a fantastic employee experience at GC Live — all delivered under budget within six weeks.
GC Live is a key date in the diary at GoCardless and its customer advocates are the cornerstone of its success, now and for the future. It sets the benchmark for the year to come, with CEO Hiroki Takeuchi calling it out as one of his favourite parts of the day. This quality, fun and informative series played a crucial part in what many GoCardless employees described as ‘the best GC Live yet’, exemplified by this comment from a GeeCee:
“The customer stories in this year's GC Live connected with the audience in a totally new and refreshing way. Through the videos we were able to connect with our customers on a human level, understand their business pains, what they need from us, and why they value us — and this was done on a global scale. Thank you."