AUCKLAND, Today: TSB’s latest customer initiative, surprising people with money back as a thank-you, has landed beautifully, tapping into the power of genuine human connection.
What began as simple conversations with the contact centre quickly turned into unforgettable moments. Customers received cash gifts to ease life’s pressures or enjoy a treat, and their reactions were warm, honest and emotional.
Bringing the idea to life needed an agile production setup. A tight crew worked across two camera units, ready for whatever came through the phone. With no way to predict who would answer or how they’d react, the team prepared for anything.
Director Lee Parker-Stapleton says the unpredictability was part of the magic. “Walking into two full days of filming without knowing what reactions we’d capture was a real challenge, but also what made this project special.
“Seeing authentic emotion unfold in real time – was a powerful reminder of the heart behind our brand. I’m proud of our team and Eyes and Ears for bringing that intent to life so beautifully.” – Lee Parker-Stapleton, Director
“Our aim was simple – record genuine moments as they unfolded, with no staging and no retakes. With a focused crew, a two-unit setup and plenty of good energy, we captured raw emotion, real kindness and the magic that happens when people feel truly recognised. It was a privilege to witness”.
TSB Head of Brand and Marketing, Vesna Nixon, says the content reflects the heart of the brand. “Our goal from the outset was to create something honest and true to the way TSB cares for people.
“Seeing authentic emotion unfold in real time – was a powerful reminder of the heart behind our brand. I’m proud of our team and Eyes and Ears for bringing that intent to life so beautifully.”
The unscripted reactions highlight the genuine warmth of the call centre team — and some might say that kind of energy starts at the top.
CREDITS
CLIENT
Head of Brand and Marketing: Vesna Nixon
Senior Marketing Manager: Belinda Pool
PRODUCTION COMPANY
Director: Lee Parker-Stapleton
DOP: Gregoire Aubourg
Senior Producer: Miryam Jacobi
Production Assist: Antonia Smith
1st AC: Lara Gamil
Camera Operator: Jay Kiriona
Sound Recordist: Shamir Rodriguez
HMU: Amber Smithers
Offline / Online Edit: Robert Farrell
Share this Post
