ciCEI
&
OneTD
Communication
& CEM
End of phone calls
"Fond farewell"
ex. emails you receive
CEI/WOW/Thank you: Legendary email: recognition
dread vs. excitement
what are the differences?
Lync
Stretch opportunity: sharing screens?
trouble shooting
Training: CEM approach
Aligns with TD's Click to Chat focus
Easier than being on hold with a customer in office
for less complex requests
Retail loves it
KYC
"Changing behaviour is a journey not an event."
Welcome resource with advice,
education to help our customers
Partner and customer
What is their goal?
What are their pain points?
What are their stressors?
What are we doing well?
What's on their horizon?
Kelseys vs Canoe
TD Tube
Warm welcome
See what they are learning today
ex. HEAT
Defines their expectations of us
CEI impacts
Retail turnover
Lean hiring, big impacts if a SME FA leaves:
manage customer volumes, time demands
Challenge assumptions
CEI Customer Journey
Retail, BKS, TDI, TDW
Accelerating pace
Huge strides in short time
Foundation
3 o'clock parade
"It's not my fault but it is my problem"
Disney
Reward:
past
Recognition for nominators
Reward focus
Wayne Gretzky
Ownership
Excellence
Commitment
Consistency
Superman
Crisis focused
Saves the day
CEI leadership group
monthly campaigns
WOW train
Appreciation:
today
Encourage participation
Lead by example
Link to CEI and Legendary themes
Teams, peers and TMs to find WOW
moments within WO (WOW moment/eCard)
monthly WOW champions
share within the day or week
eCards/Connections to partners:
Help to remember legendary moments
monthly winners for best
eCards/Connections SENT
Hashtag-themed competition
cc TDW TM: counts/coaching
Relationship-building,
great for partner did-wells
coaching
