Members of TD's Personal Financial Services Division's marketing research team, were preparing their presentation to a group of the bank's senior vice-presidents. They had worked for three years developing and testing the Customer Service Index, the bank's first tangible tool to measure service quality. They now had to get the senior vice-presidents to ensure the successful adoption and use of this instrument. How could they convince .....more

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 .....more

The president of Customer Care Inc., one of Canada's largest Sarah Connor franchisees, received a call from a fellow Maritime franchisee requesting his immediate participation in a proposed boycott. Maritime franchisees did not want to follow the stringent packaging guidelines for hot sandwiches set out by the parent company, Sarah Connor Inc. These disgruntled franchisees were planning to switch from the expensive clamshell boxes to less expensive .....more