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Toronto-Dominion Bank: Customer Service Index (B)
內容大綱
Members of TD's Personal Financial Services Division's marketing research team, were reviewing the success of the Customer Service Index (CSI) which they had been instrumental in introducing to the bank a year earlier. They were now considering introducing other service-related products including a Good Service Guarantee and a productivity program. They were wondering how to keep the enthusiasm for the CSI alive. The case is preceded by a case bearing the same name, case 9A93D009, set one year earlier.