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Communication & CEM

End of phone calls

"Fond farewell"

ex. emails you receive

CEI/WOW/Thank you: Legendary email: recognition

dread vs. excitement

what are the differences?

Lync

Stretch opportunity: sharing screens?

trouble shooting

Training: CEM approach

Aligns with TD's Click to Chat focus

Easier than being on hold with a customer in office for less complex requests

Retail loves it

KYC

"Changing behaviour is a journey not an event."

Welcome resource with advice, education to help our customers

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?

Kelseys vs Canoe

TD Tube

Warm welcome

See what they are learning today

ex. HEAT

Defines their expectations of us

CEI impacts

Retail turnover

Lean hiring, big impacts if a SME FA leaves: manage customer volumes, time demands

Challenge assumptions

CEI Customer Journey

Retail, BKS, TDI, TDW

Accelerating pace

Huge strides in short time

Foundation

3 o'clock parade

"It's not my fault but it is my problem"

Disney

Reward: past

Recognition for nominators

Reward focus

Wayne Gretzky

Ownership

Excellence

Commitment

Consistency

Superman

Crisis focused

Saves the day

CEI leadership group

monthly campaigns

WOW train

Appreciation: today

Encourage participation Lead by example

Link to CEI and Legendary themes

Teams, peers and TMs to find WOW moments within WO (WOW moment/eCard)

monthly WOW champions

share within the day or week

eCards/Connections to partners: Help to remember legendary moments

monthly winners for best eCards/Connections SENT

Hashtag-themed competition

cc TDW TM: counts/coaching

Relationship-building, great for partner did-wells coaching