[UPDATE: I'm getting a lot of visitors from TD Bank's Intranet. If you are a TD Bank / Commerce Bank employee, please leave a comment on this post with your thoughts!]
I save my spare change in a ceramic vase that was given to me by my childhood babysitter. It isn’t cute like a piggy bank, but every time I drop in some coins I feel a sense of encouragement when I think of her.
Whenever the vase gets filled to the top, I bring it to my bank to exchange the coins for paper. It’s a double reward: I get to deposit all the money I saved (woo!), and their Penny Arcade coin-counting machine is so much fun to use (double woo!).
The Penny Arcade originated at Commerce Bank, known throughout NYC and surrounding areas for its unrivaled customer service (let’s call them the Zappos of banks). Just a few examples of how awesome they are: they refund your ATM fees from other banks; deposits clear on the next business day (even from other banks); and they’re open late and 7 days a week.
TD Bank bought out Commerce Bank last year, and by the Fall the name and branding had been replaced in all of its locations. As a customer for several years, I was unsettled by the change and afraid that Commerce’s zest and perks would soon disappear. So far the service has remained top-notch, and the Penny Arcade is still in its place and still totally free (to customers and non-customers alike).
When I brought in my change the other day, I decided to document the process to share with all of you. It really epitomizes what great customer experience is all about — not just making things easy, but also pleasurable. See for yourself.
The Penny Arcade
There’s a touchscreen straight ahead, shelf to pour in coins, and a “KIDS Counter” on the right so the little ones to join in on the fun.Step 1
You’re walked through the process by a cartoon kid, which is an automatic cue that this is going to be fun (and it doesn’t hurt that she looks like me).Step 2
You’re shown how to dump the coins into the machine and gently reminded to inspect them.Step 3
Instead of making you just stand there and wait while your change is being counted, you can choose to play a game and guess how much it’s going to add up to.Step 4
I made a guess based on my previous trips to the Penny Arcade.Step 5
Then I shuffled all the coins into the machine, mimicking the hand motion I’d seen a few screens earlier.Step 6
As the coins are falling into the machine, there’s lots of clinking noise — almost a spectacle, like winning at the slots.Step 7
When all the coins have been counted, you’re prompted to move on.Step 8
Arrrgh! I missed the screen where it actually displays my total amount. But trust me, it’s there. I just didn’t snap fast enough.
Step 9
Bummer. My guess wasn’t even close so I didn’t win.Step 10
By this point you’re really itching for the next time you can come back to the Penny Arcade.Receipt
Best of all is the receipt that’s printed showing me all of the money I saved. $25 more than I had estimated!So what are you waiting for?! Find a TD Bank branch near you and bring in your spare change. You’ll be surprised just how much fun banking can be.
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