Services Marketing

Numerous businesses have adopted various automation strategies to increase the efficiencies of service delivery. However, direct customer-employee interactions may be more effective to exceed customer expectations. Does the use of automated services ruin service quality? It is not always the case. As far as customers receive promised products and services in exchange for their resources (e.g., time, money), CX would not be ruined.

Take a look at the following video from TDBank:

Link: https://www.youtube.com/watch?v=bUkN7g_bEAI

Although the video was made for a "promotional" purpose, it introduces that even automated services can exceed customer expectations.

Having watched the video, post your response to the following questions:

1. Identify at least 3 touchpoints (not only the ones introduced in the video) that TD bank utilizes to communicate its customers.
2. Do you think ATMs are less effective than identified touchpoints as to exceeding customer expectations? Explain why.