Eliminating Experience Pain Points, and Creating Customer Satisfaction: Is This Ever Enough?
APRIL 3, 2016
After recently reviewing the Forbes customer value/customer loyalty interview of TD Bank’s CMO, Vinoo Vijay, one of his areas of emphasis (in addition to frequent customer surveys and generating insights from employees) was the resolution of problems. At the outset, I’d like to applaud the active inclusion of employee input and insights into TD Bank’s customer experience program design. It’s understandable why TD Bank’s marketing takes this approach to value.