Tag Archives: financial institutions
The Beatles knew it all along and wrote a song about it: “All you need is love.” Yes, there can never be enough of it in the world. If only a business could pass that on to their customers. For sure a client whose heart has been touched would remember this treasured moment and will be loyal forever. But wait! There is actually one institution that succeeded in that mission. The Toronto-Dominion Bank, in short TD, North America’s sixth largest bank that serves worldwide more than 25 million customers. You are probably wondering: A bank giving love? How is that even possible? Don’t they normally have calculators instead of hearts, a general lack of compassion and the attitude of a robot? Well, don’t be so quick to judge. TD already knew that great customer service is not fully covered by saying a friendly ‘Hello’ and giving out free coffee, they knew it needs a deeper emotional connection. In 2014 they hired MARU/VCR&C, a research and consulting group, to conduct a survey with nearly 1,100 Canadian adults. They found out three important facts: Canadians are more likely to say thank you when offered unsolicited help (41%) compared to when they receive a compliment (14%). Canadians appreciate the power of personal (90%) versus digital (49%) when it comes to being thanked. For example, they like to be thanked in person (85%) rather than through text or emoji (22%). Canadians thank friends (60%) more than their partner or spouse (50%). They thank customer service professionals (48%) and colleagues (36%) more than children (30%) and parents (29%). With this information in mind, TD started the #TDThanksYou campaign. Valued customers, that just wanted to do some quick banking at the ATM, were surprised with a personalized greeting and a touching thank-you gift. The video capturing customer reactions went viral (24 million views), and gave TD’s social media profile a huge boost.