Played a key role in financing international trade since 1865.
Trade between China, Europe, & USA.
Main aim – local service excellence with global reach.
They have an extensive network of 8000 offices in 87 countries and territories.
TRADE & SUPPLY CHAIN ANALYSIS
Service marketing triangle
Gap analysis of HSBC Bank.
E – Solutions
Structured Trade Finance
Trade & Supply Chain Centre
PRICE *WITH EFFECT FROM 1ST MAY 2011 OUTWARD RTGS TRANSFERS INR 1 LAKH TO INR 2 LAKHS NIL INR 2 LAKH TO INR 5 LAKHS INR 25 PER TRANSACTION INR 5 LAKHS AND ABOVE INR 50 PER TRANSACTION OUTWARD NEFT TRANSFERS UPTO 1 LAKH INR 5 PER TRANSACTION INR 1 LAKH TO INR 2 LAKHS INR 15 PER TRANSACTION ABOVE INR 2 LAKHS INR 25 PER TRANSACTION FOREIGN CURRENCY CHEQUES SENT FOR COLLECTION OUTSIDE 0.5% OF INR VALUE + APPLICABLE SERVICE D.D 0.3% OF D.D VALUE (min INR 100)
Delivering the product through appropriate methods &delivery channels.
Gain attention of customers
Provide additional information
Persuade the customers
4 I’S OF HSBC BANK
Internal Marketing Interactive Marketing External Marketing COMPANY (HSBC BANK) CUSTOMERS EMPLOYEES Internal Marketing Interactive Marketing SERVICE MARKETING TRIANGLE
Service Quality specification & Service Reliability:
Customers do not rely the Bank.
Unhappy with the Phone Banking services.
Bank failed to pay $309 to the customer.
Service Delivery & External Communication:
A family mortgaged their house & sold it off to pay their loan. However a few days later, they started receiving harrassement calls that $1493 was pending and not paid.
A customer stated:
“ HSBC has got to be the most evil company ever. Do not ever sign up for online payments only because the website will always have a problem when you actually try to make a payment. It's a given you will have late charges if you sign up for this. Also, the balance online will show "zero". You don't log on for the exact due date and you think you are safe. But if you log on two days later, you will see late fees.”
A customer complained that:
“ HSBC calls my home phone number approximately 10 times a day. When I do answer the phone, no one is on the other end. They never leave messages and do not identify themselves. I had never even heard of HSBC until these harassing phone calls started. I had to conduct an internet search using the 800 number that they call from in order to determine who they are. I have never done business with this company; and due to the harassing phone calls, I will never do business with this company.”