When you talk to people about telecommunications companies, great customer service is likely not the first thing that comes to mind. That’s why telcos don’t talk about it. But what if you could?
Research showed that Eastlink led in customer satisfaction on the qualities that matter most: ease of doing business: genuinely caring, getting it right the first time, and making it right when they didn’t. On top of that, every month, Eastlink receives thousands of notes complimenting them on their team and their customer service. They had proof, not just claims.
So, we used their real customers, complete with their unscripted feedback, and created a campaign designed to offer a refreshingly human approach to Eastlink’s unmatched customer service.
On-camera interviews and quotes from customers formed the backbone of the campaign launching in July, featuring linear TV, online video, cinema, out-of-home, and social. It was raw, authentic, unscripted and honest—maybe even a little touching.
The campaign launched in July 2025, supported by an internal campaign rollout. By turning everyday stories into brand storytelling, Eastlink redefined what it means to lead with unmatched customer service. For real.
