This is a project or you may say a presentation on HSBC Bank. I done this project in my Services Marketing course. After go through these slides you got an idea about the services HSBC giving or providing to his customers.I also attached some very good videos of HSBC in slides. Enjoy Thanks! :)

1. HSB
CThe World’s Local
Bank
Junaid
Ashraf
Ali Tariq

3. Introduction
 Headquarter in London
 Largest Banking and Financial Services
Organization.
 Network comprises around 72000 offices in 85
countries.
 HSBC employs around 300,000 employees
speaking over 100 languages.
 HSBC serves over 85 million personal and
almost 3.6 million commercial customer.

4. Vision & Mission
Vision:
To become the world’s most respected service
brand.
Mission:
The world’s leading financial service company
by providing the best service to its customers
and clients around the globe.

5. HSBC Services
 International money transfers
 Travel money
 International account opening
 HSBC premier worldwide travel insurance
 Tailored Lending
 Guarantees & Letter of credits
 Margin trading facilities
 Online banking & reporting

6. Core, Supplementary and
Augmented Services
 Core Services:-
Deposits
Loans
Investment Certificates
Installments
 Supplementary Services:-
Visa
Marriage Checks
Loans for surgical Operations
 Augmented Services:-
Supporting Projects
Life Insurance
Customers Awards

7. Video HSBC Award

8. Marketing Mix
 Product
 Price
 Placement
 Promotion
 People
 physical evidence
 Process

9. Product
 Prepaid Card
 Real Time Balance Alerts
 Online Banking
 Optional Savings Account

10. Price
 The pricing component plays twin roles for
HSBC.
 There are five main factors that influence
pricing.
 Attract customers to open up new current
accounts with HSBC.

11. Placement
 Involve both physical and electronic channels.
 HSBC’s 1,492 branch network and also through
the internet.

12. Promotion
 Three objectives of the promotion element.
 The choice of media that would be utilized
includes newspapers, magazines, outdoor
advertising and the internet.
 Through Out of home media campaign.

13. People
 Many financial services still require direct
interaction between customers and bank
employees.
 Special attention needs to be given to the
training of employees concerning the accounts.
 Training should only be given to bank staffs that
are directly involved in the new current account
package.
 Training of IT personnel must also be stressed
as new information systems may have to be put
in place before the launch of the new product.

14. Physical Evidence
 It is generally recognized that physical evidence
can be subsidized into two components.
 The peripheral evidence is the prepaid card
itself while the essential evidence includes bank
branches, cash machines, posters and
brochures.

15. Process
 Effective front line staffs.
 A step by step guide on how to set up a new
current account and prepaid card system.
 Customer feedback and complaints.

16. ALI TARIQ
HSBC

17. Competitive advantages
 International business and financial center
connecting to the world.
 The world's freest economy and free flow of
information.
 Relatively low taxes and simple tax system.
 Free trading and currency exchanges.
 Clean government and Rule of Law.
 High quality workforce and infrastructure.

18. Physical and Electronic channels used by HSBC
 Business Internet Banking
 HSBC Mobile Banking
 HSBC net
 Business Phone banking
 Commercial Service Centers
 Self Service Banking
 BizAlert
 Use electronic Statement
 Starting a Business
 One Stop Financial Services

19. Building customer loyalty
 Make customer care a key part of your
business strategy.
 Learn as much about your different customer
segments as you can.
 Develop a brand around your company,
products or services.
 Design and deliver a ‘customer experience’ to
address how you handle customers when they
contact your business, whether by phone, letter
or email.

20. Essentials of customer care
 Encourage employees to deliver high-quality
customer care.
 Think of ways to make life easier for customers.

21. Use appropriate technology
 Give customers a personalized service.
 Customer feedbacks.
 Contact any customer who has stopped buying
from you and find out the reason.

22. Communications
 Plan a different type of communication for each.
 Only offer products that match customers’
needs.
 Have regular contact with customers.

23. ENTERTAINMENT
 For most important customers, entertain on
one to one basis.
 In order to entertain large number of
customers, organize an annual event.
 Give top customers more priority and facilities.
 Added value schemes.
 Cumulative discount after reaching specified
spending target.

24. ENTERTAINMENT
 Issuing discount coupons for limited time.
 Offering customer rewards.
 Relating the marketing to a local or national
cause.

25. ENVIRONMENT
 HSBC Climate Partnership
 Saving Mauritius funds
 Environment care association
 Treasure hunt
 Climate business
 Sustainability risk

26. ROHAIL ZAKIR
HSBC

27. SWOT ANALYSIS OF HSBC
STRENGTHS
 One of the largest and wide banking and
financial services.
 275,000 skilled employees globally.
 7500 offices around 87 countries.
 Strong product range to attract more
customers.
 Strong balance sheet with respect to other
banks.
 Growing turnover and profitability and positive
cash flow.

28. SWOT ANALYSIS OF HSBC
WEAKNESSES
 Weak financial management.
 Unpredictable cash flow due to weak credit
controls.
 Weak retail banking as compared to other
banks.
 Inefficient process resulting in weakening bank
environment and affecting customers.

29. SWOT ANALYSIS OF HSBC
OPPORTUNITIES
 Expansion of network in other countries.
 Low profit rate as compared to other
competitors.
 Improvement of distribution channels.
 Introduction of new products or services to
comfort the customers.

30. SWOT ANALYSIS OF HSBC
OPPORTUNITIES
 Implementation of new technology and new
material.
 Improving potential for better customer
services to save time of customers.
 HSBC should implement new technology and
new material as compared to competitors.
 HSBC should improve the potential for new
customers main thing so that customer time
can be save and provide best service.

31. SWOT ANALYSIS OF HSBC
THREATS
 Changing of rules and regulations by Govt.
 Tough competition from global leaders.
 New technology making the bank products
outdated and giving competitors advantage
edge.
 Hacking of customer information through
online operation.

32. RECOMMENDATIONS AND
CONCLUSION
 To adopt a wait-and-see approach - and a
careful look at their businesses, stress testing
them for both economic downturn and full-
blown recession.
 To add diverse values to its strategy to
establish its position in the target segment.
 To establish changes to models, policies,
processes and operations in response to
lessons learned.

33. RECOMMENDATIONS AND
CONCLUSION
 To play their pricing strategies very carefully.
 To integrate the latest features of modern
technology in their operational strategy to get
the competitive advantage.
 To attract the lower and the mid-level
customers redesign product with additional
facilities.

34. JUNAID ASHRAF
HSBC

35. ONE MORE THING………
 To add diverse values to its strategy to
establish its position in the target segment to
maintain its leading position through offering
the excellence in the services.

36. Aditi Malhotra says Thank You
HSBC