TOWER
THE EQC EXPLAINED
CUSTOMER CHANGE | STRATEGY
THE challenge
The EQC was making changes that would impact people’s prices. Tower needed us to help people understand why it mattered.
OUR HUNCH
People are okay with change if you tell it to them straight.
what we did
We crafted a video that cut through jargon and showed why EQC changes were good for everyone – Kiwis helping Kiwis.
how it landed
Customers felt informed, not anxious. When the changes hit their bills, there were fewer questions, fewer calls and hardly any churn.
SEE MORE
—
Explore more of what we do, from strategy and planning to making bad news better.
