Putting our customers first
In the U.S., our customer-centric “Unexpectedly Human” approach showcases our commitment to making an impact in our local communities and demonstrates our focus on how we do things differently. From the extra conveniences we offer our customers, to the ways we engage with them, or the improvements to our distribution networks and platforms. Each of these investments is making banking faster and simpler for our customers across every channel.
Being Future Ready
We are committed to providing our customers with the best trusted advice to guide them through life’s important financial decisions. This is what the Canadian Personal Bank’s Future Ready strategy is all about.
It’s about providing our customers with confidence that is deeply rooted in our understanding of their evolving needs, offering personalized advice to help them reach their financial goals, and making sure colleagues have the time they need to elevate the advice they give.
Focusing on what really matters
We’re investing in our branch colleagues and their training, coaching and accreditation
We’re hiring more front-line colleagues and have created new specialized roles like Senior Financial Advisors
We‘ve hired more than 750 customer advisors in the branch, and we continue to add new mobile mortgage specialists
Just one year into our journey – we’re seeing terrific results. Future Ready has:
Eliminated approximately 2 million annual emails and 1 million administrative activities
Delivered approximately 23 more hours of capacity per branch per week
Our Legendary Experience Index – how we track our customers’ experiences with TD – has shown us delivering record customer satisfaction results
As our journey continues into 2020, TD is doing more to help our colleagues deepen relationships with our customers and deliver legendary, connected and personalized omni-channel experiences. By pairing exceptional in-person experiences with seamless digital options, we continue to invest in our people, our branches and new tools for our customers.
Elevating the personalized email experience for customers
Leveraging a platform to further personalize customer emails in real time, when they are opened – based on location, time, weather and other contextual data – allows us to create compelling emails that increase engagement. This has improved engagement by over 25%.