CX Stories

AMAZINGLY Shocking Customer Experience Story: TD Bank Thanks its Customers!

Written by Sonal Jaiswal | Evangelist, Customer Guru

When was the last time you sent your loved one a personalised greeting card for his or her birthday? When was the last time you took your parents out for dinner? When was the last time you paid a visit to your school teacher after you got the job you wanted the most? In a world where acknowledging a person’s presence is considered a rarity, can one expect to be felt special for being there and sticking around? Don’t scoff at the thought already! There are a few who value your presence in their life. They are not always the people you know personally. They are your invisible family.  They sometimes are the companies you have been loyal to for years! And this is exactly what this amazingly shocking customer experience story is all about.

Sometimes you just want to say thank you #TDThanksYou

TD Bank of Canada went out and proved that loyal customers are special and they should be thanked in a special way. In 2014, TD Canada outdid itself in the customer experience frontier. It transformed ‘just another day’ of some of its loyal customers visiting their branch ATM – Automated ‘Thank You’ Machine, by surprising them with a ‘Thank You!’ token that was way more than expected! Here are few of the customer anecdotes:

#TDThanksYou with a chance to pitch at a Blue Jay’s game!

One customer happened to be a huge fan of Toronto Blue Jays and he was appreciated for his loyalty with a cap and a jersey. As if that was not enough to make his day, he was told that a special guest was looking forward to talking to him only to find that it was Blue Jays player Jose Bautista! As the customer was pinching himself to believe the scene unfolding in front of his eyes, things got way too much to handle when he was told that he would be throwing the first pitch at a Blue Jay’s game!

#TDThanksYou with a paid-for family vacation to Disneyland

TD Canada knew what exactly a working mother of two daughters silently hoped fo, when it gifted her with 2 piggy banks containing $1000 gifts each! It further threw her off the ground by presenting tickets for her and her kids to Disneyland! All she dreamt of was a vacation; TD Canada offered her the fairytale location that was apt for her daughters.

#TDThanksYou with a visit to Trinidad to see your daughter

When many of us only know how to empathise, TD Canada decided to actually do something about it for one of its customers. Dorothy spoke to the ‘ATM’ about her only daughter who was fighting cancer, unaware that the bank had already made necessary arrangements for Dorothy to visit her daughter in Trinidad. Her voice choking up with overflowing emotions whilst she unbelievably stares at the flight ticket is enough proof that this surprise was extremely gratifying.

In an article published by Forbes, Tim Hockey, President and CEO, TD Canada Trust has been quoted saying

“A thank you can change someone’s day, so that’s why we have been surprising our customers across Canada, to say ‘TD Thanks You. We know Canadians have a lot of choice when it comes to where they bank, and we wanted to say that we appreciate that they continue to choose TD.”

TD Canada won the hearts of millions by creating a touching story which was shared, talked about and viewed repeatedly. Just when you think that only your family and friends care the most for you, companies like TD Canada startle you with their knowledge of your favourite sports person, your hardship as a single mother raising 2 daughters, and your longing to visit your daughter in a far away land. Watch this Amazingly Shocking Customer Experience Story for yourself:


Isn’t this an incredibly heart warming story! Treating your customers well and thanking them for their business is the least a business should do. And TD Canada has proved that it is completely worth the effort! Are there other inspiring customer experience stories you’d like us to cover? Please share it in the comment below and we’ll share it with the world!

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