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By: Dennis Campbell and Brent Kazan. Abstract The case illustrates the role of performance measurement and analytics in translating TD-Canada Trust's service model of "comfortable banking" into operational terms. In , in a banking market where consumers and regulators were typically hostile to mergers and acquisitions, Canada's fifth largest commercial bank, Toronto-Dominion Bank TD Bank , undertook a merger with a relatively small trust company, Canada Trust, which was known for exceptional customer service. To assuage the concerns of regulators, consumer groups, and newly acquired customers, TD Bank made several public pronouncements promising to maintain Canada Trust's high customer service standards and to deliver a "comfortable banking" experience. Chris Armstrong, executive vice president and chief marketing officer, was now faced with the task of defining the comfortable banking model and consistently delivering on these promises. Armstrong and his team undertake a systematic analysis of the drivers of customer satisfaction and branch network profitability and, based on the results, must decide how to change TD-Canada Trust's branch compensation and performance reporting systems to consistently, and profitably, deliver a "comfortable banking" experience.

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Enter search terms Click to search. Welcome to TD Personal Banking. In , TD Canada Trust launched a mobile banking app for iOS , Android and BlackBerry platforms, allowing clients to perform many of the same transactions that are available through EasyWeb online banking. Need to do your banking on your mobile device? At this time, we encourage you to bank digitally. Dennis Campbell Accounting and Management. Easy, safe and secure banking from home. Would you leave us a comment about your search? ATB Financial. They are as follows:. From everyday banking to investment advice, we're here to help you improve your financial game. Great Recession.

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TDCT continues to offer an open-door policy across the bank to maintain and grow relationships beyond profitability. TD Bank Group is not responsible for the content of the third-party sites hyperlinked from this page, nor do they guarantee or endorse the information, recommendations, products or services offered on third party sites. This tool can help assess your financial health and provide tips and information by answering a few questions. TD has been accused of pinkwashing for using its prominent sponsorship of Pride Toronto as a demographic marketing tool, while locking trans women out of their accounts if they attempt to access telephone banking in what the bank identifies as a "male voice" and mislabels as fraud. VO: TD. You should review the Privacy and Security policies of any third-party website before you provide personal or confidential information. Archived from the original on 20 February Retrieved 19 April Welcome to TD Personal Banking. They are as follows:. Hide this message. Yes No. Retrieved 4 December Approximately 1, branches, and 2, ATMs [1].