How TSB Bank used the face of adversity to transform into a challenger brand

TSB Bank, a bank, used a new measurement tool tailored to retail banking to help senior TSB executives navigate through an IT crisis to a brighter future in the UK.

Campaign details

Brand: TSB Bank Agency: MESH ExperienceCountry: UK

Synopsis

The IT Crisis

When an IT migration exercise went horribly wrong for TSB, the insight team responded. This case study demonstrates the powerful contribution timely insight can make when navigating such problems played out in the public domain. The result: turning brand perception around and heading towards TSB's challenger brand vision.

The challenge was huge. Overnight an IT issue left many TSB customers without access to normal banking facilities. This proved to be the biggest negative PR story in the two years of capturing UK...

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