Service mrktg on hsbc bank

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Service mrktg on hsbc bank

  1. 1. <ul><li>SERVICE MARKETING PROJECT </li></ul><ul><li>COMPANY: HSBC BANK </li></ul><ul><li>SERVICE: TRADE & SUPPLY CHAIN </li></ul><ul><li>SUBMITTED TO : PROF. VISHAL </li></ul>
  2. 3. <ul><li>Played a key role in financing international trade since 1865. </li></ul><ul><li>Trade between China, Europe, & USA. </li></ul><ul><li>Main aim – local service excellence with global reach. </li></ul><ul><li>They have an extensive network of 8000 offices in 87 countries and territories. </li></ul>
  3. 4. TRADE & SUPPLY CHAIN ANALYSIS <ul><li>7 P’s </li></ul><ul><li>4 I’s </li></ul><ul><li>Service marketing triangle </li></ul><ul><li>Gap analysis of HSBC Bank. </li></ul>
  4. 6. PRODUCT <ul><li>E – Solutions </li></ul><ul><li>Export Services </li></ul><ul><li>Import Services </li></ul><ul><li>Structured Trade Finance </li></ul><ul><li>Trade & Supply Chain Centre </li></ul>
  5. 7. 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)
  6. 8. <ul><li>PLACE : </li></ul><ul><li>Delivering the product through appropriate methods &delivery channels. </li></ul><ul><li>PROMOTION : </li></ul><ul><li>Gain attention of customers </li></ul><ul><li>Provide additional information </li></ul><ul><li>Persuade the customers </li></ul>
  7. 9. <ul><li>PEOPLE </li></ul><ul><li>PHYSICAL EVIDENCE </li></ul><ul><li>PROCESS </li></ul>
  8. 10. 4 I’S OF HSBC BANK
  9. 11. Internal Marketing Interactive Marketing External Marketing COMPANY (HSBC BANK) CUSTOMERS EMPLOYEES Internal Marketing Interactive Marketing SERVICE MARKETING TRIANGLE
  10. 12. GAP ANALYSIS
  11. 13. GAP 3 <ul><li>Service Quality specification & Service Reliability: </li></ul><ul><li>Customers do not rely the Bank. </li></ul><ul><li>Example: </li></ul><ul><li>Unhappy with the Phone Banking services. </li></ul><ul><li>Bank failed to pay $309 to the customer. </li></ul>
  12. 14. GAP 4 <ul><li>Service Delivery & External Communication: </li></ul><ul><li>Examples: </li></ul><ul><li>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. </li></ul>
  13. 15. CUSTOMER COMPLAINTS <ul><li>A customer stated: </li></ul><ul><li>“ 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 &quot;zero&quot;. 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.” </li></ul>
  14. 16. CUSTOMER COMPLAINTS <ul><li>A customer complained that: </li></ul><ul><li>“ 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.” </li></ul>

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