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