By Teri Currie
Group Head, Canadian Personal Banking
TD Bank Group
If you want to learn, you need to listen. When I took on the role of Group Head of Canadian Personal Banking at TD in 2016, I spent a lot of time trying to better understand what we were doing well and where we could be better. I heard very personal stories from people who had banked with TD since their mom or dad took them to open their first savings account. And I heard from a former customer who took her business elsewhere, saying we weren't proactive in offering the advice or services she needed.
What I learned during those candid conversations still informs the journey we are on today, to elevate advice and deliver personal, connected omnichannel experiences that instill confidence in our customers no matter how they choose to do business with us.
We've made great progress in delivering convenience through our digital channels, with market-leading tools. While we expand what our customers can do with their smartphones and computers, we're also investing in our physical branches and the people who work there so they have the resources, tools and support they need to help our customers with the right advice in moments that matter.
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And we're always tracking our progress through internal, consumer metrics and using those insights to continually improve. Recently, TD was named number one in overall customer satisfaction among the big 5 Canadian retail banks in the J.D. Power 2019 Canada Retail Banking Satisfaction Study.
This terrific accomplishment has a lot to do with how we're ensuring that as customers' preferences change, we are still there when and how they need us-whether it's through our market-leading online mortgage application, an in-person meeting with a financial advisor to plan their retirement, by designing an app like TD MySpend that helps customers keep track of their daily spending or quick help on the phone to reset their PIN.
Our customers may not make weekly trips to their branch anymore, but that doesn't mean they expect less of us when they do. In fact, they expect more, saying to us not only 'help me' but 'know me.' And help me feel more confident that I am making the right decisions. Because in the end, no matter how much things change along our journey, some things remain the same: where people choose to put their money is still deeply personal. And we still strive to be the bank our customers trust with their most important financial decisions-including where to open their children's first bank account.
That's what we mean when we say, 'make it personal.' As we strive to not only help our customers feel more confident, but to also know them, we need to always be listening and willing to change to meet their needs.
Disclaimer: TD Canada Trust received the highest score among the big five banks in the J.D. Power 2019 Canada Retail Banking Satisfaction Study of customers' satisfaction with their primary bank. Visit jdpower.com/awards