Expert Care through COVID-19

Client

Specsavers

Services

Creative Campaign, Content, Social

Department

Consumer

Good news is business as usual

As the UK went into lockdown during the COVID-19 pandemic, Specsavers stores stayed open for urgent and essential care. Makes sense, right? But the lockdown rules were confusing, and many were understandably hesitant to leave their homes. Specsavers needed to convey that they were still open for business, and open for care in whichever form a customer was most comfortable with – at home, over video, or even in-store.

The creative

Our Customer Care Stories series was launched just three days after lockdown began, celebrating the great work of Specsavers partners and educating customers on the services that were still available to them, lockdown or not.

Using camera phones and recording Zoom calls, we managed to capture authentic footage of store partners and customers alike remotely. Over 20 weeks 50 stories were captured, produced and distributed across Specsavers’ channels, all performing above expectations. Not only were we able to deliver the below metrics with just one video, but the series as a whole is attributed with building brand saliency and forever changing non-customer perceptions of Specsavers.

This series was so successful, it continues to this day.