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SERVICE MARKETING PROJECT

COMPANY: HSBC BANK SERVICE: TRADE & SUPPLY CHAIN SUBMITTED TO : PROF. VISHAL

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• They have an extensive network of 8000 offices in 87 countries and territories. • Main aim – local service excellence with global reach. • Trade between China.• Played a key role in financing international trade since 1865. & USA. Europe. .

.TRADE & SUPPLY CHAIN ANALYSIS • • • • 7 P’s 4 I’s Service marketing triangle Gap analysis of HSBC Bank.

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PRODUCT  E – Solutions  Export Services  Import Services  Structured Trade Finance  Trade & Supply Chain Centre .

5% OF INR VALUE + APPLICABLE SERVICE 0.PRICE OUTWARD RTGS TRANSFERS INR 1 LAKH TO INR 2 LAKHS INR 2 LAKH TO INR 5 LAKHS INR 5 LAKHS AND ABOVE NIL INR 25 PER TRANSACTION INR 50 PER TRANSACTION INR 5 PER TRANSACTION INR 15 PER TRANSACTION INR 25 PER TRANSACTION 0.D *WITH EFFECT FROM 1ST MAY 2011 .D VALUE (min INR 100) OUTWARD NEFT TRANSFERS UPTO 1 LAKH INR 1 LAKH TO INR 2 LAKHS ABOVE INR 2 LAKHS FOREIGN CURRENCY CHEQUES SENT FOR COLLECTION OUTSIDE D.3% OF D.

Persuade the customers . Provide additional information iii. • PROMOTION: i.• PLACE: Delivering the product through appropriate methods &delivery channels. Gain attention of customers ii.

• PEOPLE • PHYSICAL EVIDENCE • PROCESS .

4 I’S OF HSBC BANK .

SERVICE MARKETING TRIANGLE COMPANY (HSBC BANK) Internal Marketing Internal Marketing External Marketing EMPLOYEES Interactive Marketing CUSTOMERS Interactive Marketing .

GAP ANALYSIS .

 Example:  Unhappy with the Phone Banking services. Bank failed to pay $309 to the customer. GAP 3 .Service Quality specification & Service Reliability:  Customers do not rely the Bank.

.GAP 4  Service Delivery & External Communication:  Examples: • 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.

You don't log on for the exact due date and you think you are safe. 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. you will see late fees. Also. It's a given you will have late charges if you sign up for this.” . But if you log on two days later. the balance online will show "zero".CUSTOMER COMPLAINTS A customer stated: • “HSBC has got to be the most evil company ever.

They never leave messages and do not identify themselves.” . I had never even heard of HSBC until these harassing phone calls started.CUSTOMER COMPLAINTS A customer complained that: • “HSBC calls my home phone number approximately 10 times a day. I have never done business with this company. When I do answer the phone. no one is on the other end. I will never do business with this company. and due to the harassing phone calls. I had to conduct an internet search using the 800 number that they call from in order to determine who they are.

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