The case exemplifies the function of performance measurement and analytics in translating TD-Canada Trust's service model of "comfortable banking" into operational terms. In 2000, in a banking marketplace where consumers and regulators were generally hostile to mergers and acquisitions, Canada's fifth largest commercial bank, Toronto-Dominion Bank (TD Bank), undertook a merger with a comparatively small trust organization, Canada Trust, which was recognized for extraordinary customer service. To assuage the concerns of regulators, consumer groups, and recently acquired customers, TD Bank made several public pronouncements swearing to keep Canada Trust's high customer service standards and to deliver a "secure banking" experience.
Chris Armstrong, chief marketing officer and executive vice president, was now faced with the job of delivering on these promises and defining the banking model that was comfortable. Armstrong and his team undertake a methodical investigation of the drivers of customer satisfaction and division network profitability and, based on the results, must determine the way to modify TD-Canada Trust's branch return and performance reporting systems to constantly, and beneficially, deliver a "comfortable banking" experience.
TD Canada Trust case study solution
PUBLICATION DATE: December 15, 2009 PRODUCT #: ES0991-PDF-ENG
This is just an excerpt. This case is about LEADERSHIP & MANAGING PEOPLE
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