Introduction to Consumer Service

This presentation provides an overview of consumer service, focusing on HSBC Holdings and TESCO Supermarket. It discusses the goods and services offered by each company, their communication strategies, and the formation of consumer expectations. It also explores the consumer services provided by both firms and the differences between the needs and expectations of their customers.

INTRODUCTION TO CONSUMER SERVICE

INTRODUCTION
 The current poster presentation is based on HSBC holding and TECO supermarket. It explains,
goods or services offered by companies, how they communicate with their consumers and also
define how expectations are created for both firm. Furthermore, it also justified consumers
service provided by each company and differences between needs as well as expectations of
buyers for each organization.

Service or products offered by companies
and how they developed overtime
 HSBC holdings was founded in 1991 in London, they employs more than 85,000 workers including
subsidiaries. The bank operates through retail banking as well as wealth management, global
banking and commercial banking segments. In order to satisfy consumer’s needs and requirements,
bank offer range of services such as retail banking, credit cards, insurance and finance related
services. They also offer loan services to its customers according to their needs that people can use
for several purpose such as establishing new business. HSBC holding in UK, cater transaction
banking service to local people, which they can use to transfer money from one place to another.
This bank was developed by HongKong and Shanghai banking corporation to act as a new team
holding firm.
 TESCO is one of the biggest supermarkets in the UK; they offer quality products to its
consumers with affordable prices. They provide grocery goods to local people such as Coffee,
cocoa, corned beef, berries, bananas, chicken, eggs and other items. Company satisfied the needs of
their target market by producing quality goods for them. Bananas are one of supermarket best
selling items; workers source all their bananas for UK as well as Ireland from Rainforest Alliance
certified farms. It was developed in 1919 and founded by Jach Cohen who started selling surplus
groceries from as stall in East end of London.

How companies are communicating with
their potential customers and consumers
 Different communication tools are
available for companies which
they can use to communicate with
client and potential consumers.
HSBC bank use Email as the best
communication channel or tool in
order to interact with new as well
existing client in ethical manner.
It is one of the best and most
popular banking communication
channels used by many Banks in
UK. Through Email, marketing
department in the bank provide
important information to its
clients regarding their accounts
and offer they cater to them. It is
not a new tool of communication
for banks, but effective. However,
it is one that needs constant
management and upkeep.
 In context of TESCO supermarket, number
of communication channels is accessible
for retailers which they can utilize for
communicating for target market. Online
advertisement is one of the best direct
marketing tool use by company as it make
them able to communicate with consumers
and help to generate awareness about
products. It helps marketing team to spread
information about services and goods
among target market and aid to drive
people towards purchasing items.
Furthermore, supermarket also uses sales
promotion for new and existing consumers.
It is type of marketing aimed either at
consumers or distribution tool, especially
used to introduce new item, attract traffic
and communicate with them. They hire
skilled applicants who are able to solve the
issues of consumers and try to response as
soon as possible.

How expectations are formed for both
companies
 HSBC bank expectations are formed in mind of their management based upon their individual
and personal experiences as well as what they have understand, learned, combined with their
pre-servicing knowledge and experience. Organization by using internet and television
advertising, increase their expectations level as they think that communication help to drive
people towards their services and increase sales rather than before. Bank expects to provide
better services to its consumers while they visit in HSBC branches, located in different nations
where talented employees handle situations and solve query effectively. Internet is the best
source, which helps to formed expectation for bank because by using this element,
management generates awareness about their services in market.
 Furthermore, Tesco supermarket expectations are also formed by using television
advertising. By using this method, organization can expect to gain the attention of number of
consumers accessible in marketplace who are able to pay in exchange of grocery products with
better quality. It can be said that personal experience work towards forming expectation for this
firm as it help to inspire people working in workplace to cater the best items rather than past
few years. Experience allows management to create their high expectations that they can serve
number of people in effective manner.

Consumer services offered by each firm
 It refer to reformulation, formulation, testing and technical consulting of most client products
such as herbs, food and other. HSBC holding is one of the most famous banks in UK, they offer
consumers care services to its clients where they can contact in case of any queries relating to
their account, feedback and questions in context of personal loans. Emergency services are also
accessible 24/7 to report misuse or loss of HSBC holding account or credit card. For retail
business banking, phone services are available according to their time schedule and described
in brand notice board. They also offer saving account, home loan, net banking and balance
enquiry services to residential people. In case of changing currency, bank provides foreign
exchange facility to consumers.
 TESCO is another firm, who are able to offer better consumers services. As there
are many thinks what supermarket does to cater a good customer’s service to visitors. For
example, management within Tesco supermarket offer 24 hours service, it means that people
can obtain grocery products when every they want or wish to buy. Another instance could be
that in an even emergency people can also purchase nay items they need at mid night, that
means it can be very convenient for residential individuals. It can be said that supermarket had
excellent consumer services as it help to increase clients’ satisfaction which is quite beneficial
for firm in term of increasing profit and sales.

Differences between expectations and
needs of consumers for each company
There are the differences between needs and expectations of consumers for each company. Both
organizations belong to different sector and offer different services and products as well, so it
clearly defines the differences between demands and expectations of their target market. For
example, consumers expectation are quite different from their banks they want banking to be easy,
options for how they take loans & bank, they also want responsive consumer services, better
understanding and great value from their financial services or products offered by HSBC bank.
Along with it, people are changing their expectation of everyone, especially banks. The potential
customers expect banking services that integrate with their connected life, they need value as well
as convenience to pay loan.
 On the other hand, consumers of TESCO supermarket have different expectations or wants,
for example they need do not increase price, keep ample amounts of beverage, food and hard
products necessities accessible, display goods such as bottled water, manual can openers and
coolers prominently to aid quicken store trips. Supermarket customers expects that management
offer quality and organic food products to them and also have could stores that work well in
emergency condition improve their further prospects and gain primary shoppers from competitors
in retail sector.

CONCLUSION
 From above analysis it has been concluded that TESCO and HSBC holding offer the best and
valuable services as well as products to their consumers according to needs and expectations.
Both companies are using different types of communication tools or channels to interact with
people and to comprehend their needs.

REFERENCES
 Guo, L. and Wang, Z., 2019. Ratio analysis of J Sainsbury plc financial performance between
2015 and 2018 in comparison with Tesco and Morrisons. American Journal of Industrial and
Business Management. 9(2). pp.325-341.
 Jun, F., 2018. Study of Relationship Between Credit Risk (Non-Performing Finance Ratio) and
Internal and External Factors in HSBC Bank. Available at SSRN 3301111.
 Naheem, M.A., 2018. Illicit financial flows: HSBC case study. Journal of Money Laundering
Control.
 Peeroo, S., Samy, M. and Jones, B., 2019. Trialogue on Facebook pages of grocery stores:
Customer engagement or customer enragement?. Journal of Marketing Communications.
25(8). pp.861-883.