Welcome to DORO – Pull Up a Chair
Last Friday, TD Canada Trust surprised customers with its TD Thanks You campaign. Twenty-dollar cash gifts were shared with unsuspecting folks at the 1,100 branches. The same gifts were deposited into accounts of customers conducting phone transactions.
The gratitude campaign went a huge step further. Automated Thanking Machines were set up in bank lobbies to share life-changing experiences with bank customers identified by staff members. “Local branch employees helped design these very meaningful and individualized thank-you experiences that were ultimately unveiled to their customers through the Automated Thanking MachineTM, an ATM that talks and delivers surprises,” said a TD spokesperson.
Yes, there are still people who choose visit the bank versus online transactions. The weekly or bi-weekly visits can happen for years. During those years, people learn a lot about each other, like who is a major Toronto Blue Jays fan or which working mom really wants to do something for her kids. Kudos to Leo Burnett and Diamond Integrated Marketing for creating a campaign that acknowledged the relationship between customer and banker. Deep listening happened at a second level to make this campaign work. The larger corporate marketing teams listened closely to the bankers who know their customers better than anyone after interacting with them for years.
What a way to make someone’s day. The video capturing the special day has over 2 million views on YouTube as of this writing.