Improving the Customer Experience: Moving from a Satisfaction Index to NPS - Tom Kehler

In the session by Larry Hyett, Vice President, Retail Sales & Customer Experience, TD Canada Trust, we learned TD Canada Trust bets its brand on being "the better bet" for customers and has a significant history of measuring likely to recommend. The TD story is clearly one of making loyalty and recommendation an operational and management issue for a large diverse organization. There are over 1000 branches in Canada within a broader organization of 50,000 employees.