Tag: customer retention

Gimmick or Heartfelt? TD Bank “Thank You” Campaign

Filed in Blog, Customer Service by on August 5, 2014 1 Comment
Gimmick or Heartfelt?  TD Bank “Thank You” Campaign

Last week with over six million views on YouTube, TD Bank of Canada received tremendous press on their new customer experience campaign. They handed out more than 20,000 envelopes each containing $20 to customers, deposited surprise funds to on-line accounts and donated heartfelt gifts to people who are going through difficult times. The video can …Continue Reading

Should You Incentivize Employees to Improve Customer Retention?

Filed in Blog by on July 30, 2014 0 Comments
Should You Incentivize Employees to Improve Customer Retention?

There is the saying, “money talks, nobody walks.” There are many different ways to interpret this quote, but in the business world, I have always construed it to mean if you want associates to obtain a certain goal, provide a financial incentive. In the early 1980’s, I worked for Automatic Data Processing (ADP).  ADP hired …Continue Reading

Customer Service is Great Delivery

Customer Service is Great Delivery

I have to admit I have never been a fan of Walmart. The staff was indifferent, shelves poorly stocked, and no one around to answer a question.  One time, I wanted to buy some storage containers to reorganize my basement, and found the tubs but there were no lids that fit.  It felt like I …Continue Reading

Customer Retention at Its Best

Customer Retention at Its Best

Last weekend my wife and I had tickets to Cabaret, starring Alan Cummings, most recently popular in The Good Wife, and Michelle Williams, another well- known motion picture actor.  We both were eagerly looking forward to the performance, humming the tunes in our heads all week.  Unfortunately, we didn’t get to see that show, but …Continue Reading