The case illustrates the role of measurement and analytics in the translation service model TD-Canada Trust on "convenient banking" in operative terms. In 2000, the banking market, where consumers and regulators have generally been hostile mergers and acquisitions, the fifth largest commercial bank of Canada, Toronto-Dominion Bank (TD Bank), had merged with a relatively small trust company, Canada Trust, which has been known for exceptional customer service. To appease the concerns of regulators, consumer groups, and newly acquired customers, TD Bank has made several public statements Canada Trust is committed to supporting high standards of customer service and deliver a "convenient banking" experience. Chris Armstrong, executive vice president and chief marketing officer, now is the problem of finding a convenient model of banking and consistent implementation of these promises. Armstrong and his team to carry out a systematic analysis of the drivers of customer satisfaction and profitability of the branch network and based on the results, to decide how to change the affiliate compensation TD-Canada Trust systems and performance reporting to consistently and profitably provide "comfortable banking" experience . "Hide
by Denis Campbell, Brent Kazan Source: Harvard Business School 28 pages. Publication Date: December 14, 2009. Prod. #: 110049-PDF-ENG
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