Everyone at some point has had a frustrating customer service moment with their bank. Whether it’s being left on hold forever after negotiating a gauntlet of tedious instructions delivered by a robotic voice or having hours of precious time wasted as you’re passed from person to person, none of whom seemingly having a clue what they’re doing. We’ve all been there.
And then there’s TSB Bank. Rated New Zealand’s best bank for customer service, they’ve developed a campaign that takes a fresh approach to talking about customer service - by using real people and their bad experiences with other banks to demonstrate how TSB Bank are the better choice.
In the TV spots, directed by Louis Sutherland of The Sweet Shop, TSB Bank and Special Group went out and found kiwis who had been treated poorly by their respective banks. They then righted the other bank’s wrongs by treating these people to their perfect day.
Special Group Senior Account Director Annabel Rees says "TSB Bank is a great New Zealand brand who pride themselves on their commitment to the customer. So we created a campaign that is about showing potential customers what makes TSB Bank different and the exceptional customer service they can expect from TSB Bank.”
Along with the 45 launch TVC that tells Michael’s story, there is a new spot that will launch later this month along with radio, digital along with rewards for their current customers.
The campaign is an evolution of last year’s brand work by Special Group that paved the way for TSB Bank’s independent challenger stance against the big banks.
Creative Partners: Tony Bradbourne, Rob Jack
Creative Directors: Maria Ward, Kimberley Ragan
Managing Partner: Michael Redwood
Senior Account Director: Annabel Rees
Account Manager: Milly Hewat
Producer: Nigel Sutton
Strategist: Rahat Chaudry
Production Company: The Sweet Shop
Director: Louis Sutherland
Executive Producer: Fiona King
Producer: Larissa Tiffin
Music & Sound Design: Liquid Studios
National Business Manager, Marketing: Rod Grant
Customer Experience Manager: Brent Woodhead
Senior Marketing Specialist: Belinda Pool
Head of Digital Marketing: Beks Aliview more - Creative
Categories: Banking, Financelbbonline.com, Wed, 16 Jul 2014 14:32:02 GMT