Good and Poor Communication Between HSBC Bank & Bank Of America

Question: Discuss about the Comparesion The Good Communication Of HSBC Bank With The Poor Communication Of Bank Of America. Answer: Introduction: The assignment compares between the good communication and the poor communication policies of two organisations from the same industry. The paper compares between two organisations from the banking industry, the HSBC bank and Bank of America. The first section gives detail example and explanation of the communication practices in these two banks. This is followed by communication research and methodology. The last section is an analysis of the two natures of communication exemplified by the two banks. The section first analyses the two types of communication followed by a study of how the strong communication helps HSBC. The last section points out how poor communication of Bank of America hampers its business and market position. Report Overview The report studies the importance of communication in the present scenario. It compares the good communication of HSBC bank with the poor communication of Bank of America. The paper shows how strong communication of HSBC bank reflects its organisation culture and ensures customer satisfaction. The paper also points out how poor communication strategy of Bank of America is proving detrimental to its business and market position. The study also presents the products these banks offer and their customer groups served. The assignment draws strength from various literary sources and websites. It customer reviews goes a long way in gaining important knowledge to compare between these two standards of communication. Discussion and analysis of the finding: Good communication Hnninen and Karjaluoto (2017) in their work state that good communication forms the key elements in business communication. It contributes towards positive relationship between the companies and their customers. Varner and Varner (2014) in their show that communication helps the international banks like HSBC obtain deep knowledge about the varying cultures of consumers. It helps them to understand their needs and formulate products according to the customers needs in various countries. Their strong communication channels facilitate them to serve the customers any time who helps them to a loyal customer base all round the world. Business description: HSBC Bank is one of the world largest networks of multinational banks known for good communication. The banks provide products like savings account, current accounts, loans, insurance, bank overdraft facility and trading account. The bank is known for maintaining good and healthy communication with its customers and employers. The bank maintains strong communication channel both internally and externally. A survey of several employees show that HSBC is a great employer whose transparent communication policies create a positive attitude among the employees. The employees are communicated the terms and conditions of employment so transparently by the HR that they feel confident to work. Some of them reveal that the bank allows its employees to balance between work and life. They are allowed to work and communicate using the advanced communication technology used by the bank (Glassdoor 2017). HSBC being serves a global customer base with customer segments ranging from multinational companies to small firms. The bank also has a commendable base of household sector customer base. The bank maintains strong communication channels through net banking, mobile banking and an efficient staff (Christie 2017). The customers can get in touch with the customer care service agents any time they want. They relationship managers in the bank maintain continuous communication with the customers to know about their requirements and offer them the most appropriate products that suit their needs (Mozo.com.au 2017). Poor communication: Jagongo and Kinyua (2013) in their work state that good business communication allows the companies to get access to resources which would have otherwise been impossible to access. Strong communication channels allow banks to inform their customers about their products, latest rules and regulations and other important market information. It creates customer satisfaction and trust between the bank and its customers. Poor communication hampers business and causes customer base erosion. Communication research: Good communication has become so important to business success that it a lot reaersch are going on in the field. The research methodology used is studying of various articles like journals, newspapers and the reviews on the internet. Business description: Goetsch and Davis (2014) in their work state that customer needs are the modern quality parameters. Banks today pay a lot of emphasis on the needs of individual customers to increases customer satisfaction. The study of the communication between Bank of America, one of the world largest international banks and its customers reveal poor communication and banking relationship. Zhang, Banks and Heaven (2012) in their article shows that Bank of America maintains a poor communication with its customers. The bank is a multinational bank which provides varying services like saving accounts, current accounts, loans, credit cards and deamt accounts. The customers also reveal that the bank official do not communicate important financial information and often behave rudely with them. The poor communication from the side of the bank towards the customers results in several unresolved issues and complaints (Weinstein et al. 2015). Communication methodology: The communication methodologies employed by the banks are both written and oral. The banks today communicate with their customers and employ more frequently to bring about innovations in their operations. It creates a feeling of importance among the customers which makes it easier for the banks to introduce innovative products more easily (Rostami, Khani and Soltani 2016). The banks communicate financial information through letters and emails. They allow customers to transact and interact with them through electronic payment systems and telebanking services (Agboola 2015). The staffs at the bank branches provide advices to the customers regarding financial products and investments like credit and saving accounts. They interact with the customers face to face or on the digital platform and guide them financially. Report analysis: A comparison between the good communication of HSBC bank and poor communication of Bank of America show that the former has a stronger relationship with the customers. Types of communication being analysed: The type of communication analysed are written, oral, behavioural and technological. The banks communicate with their customers through internet banking and mobile banking and provide them with services. They maintain trained bankers who meet the customers personally and speak them about their products. The banks also communicate with their customers through email especially while sharing confidential financial data. Comparing and contrasting between the natures of two types of communications: HSBC bank shows a good communication with its customers while Bank of America shows poor communication. A contrast between the two banks reveals that the customers are more benefitted by the operations of HSBC bank. HSBC bank communicates with its cuctsomers and employees thorough written communication like emails and letters which provides transparency and allows the customers to retain the information for future reference. The bank provides services to its customers through net banking and mobile banking. Its customer service helped in solving issues. Bank of America, in comparison to HSBC bank practices poor communication with its customers. The bank staffs behave rudely which creates hindrance to communication and creates negative image about the bank in the customers minds. The bank does not communicate efficiently with its customers and attend to their complaints efficiently (Araki et al. 2017). What works for HSBC Bank: HSBC bank communicates with its customers efficiently on the digital platform using netbanking and mobile banking which allows customers to interact with it more easily. The customer service personnel communicate with the customers and attend to their complaints. It works for HSBC bank because it helps it to maintain a healthy relationship with the customers. The bank can keep a track of the customer needs and get to know about their new requirements. They are able to provide with appropriate financial solutions to the customer which fulfils their requirements. It also helps the bank to generate new business and maintain a loyal customer base. It creates a strong image of HSBC bank in the banking industry and enhances its image among the customers. What does not work for Bank of America: The personnel working in Bank of America behave rudely with the customers which creates a communication barrier between them. This poor communication discourages the customers from interacting with the bank about their new requirements. The rude behaviour of the employees also reflects their lack of job satisfaction and a weak organisational culture of the bank. The customers complaints remain unresolved which forces them to shift to other competitors of Bank of America like JP Morgan. This creates dearth of loyal customers who can provide the bank with future business. This results in weak acquisition of customers which hampers the business of the bank. It rude and irresponsive attitude of the bank towards the customers create a weak corporate image of the bank. It results in reduction of power of the bank to generate revenue which affects the growth of the bank. It also exposes the bank to legal actions initiated by the customers which again erodes its capital. Thus, the poor commu nication tarnished the market goodwill of Bank of America and results in opportunity losses. It places the bank before a strong market competition which challenges its competitive advantage in the market. References: Agboola, A., 2015. Electronic payment systems and tele-banking services in Nigeria.The Journal of Internet Banking and Commerce,2006. 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