Know-How Exchange : Other

I am in the financial services. Append below a list of attributes (I tried to group under the 3 P of service marketing) which Marketing plan to use to discuss with the team (other depts also come up with their own list).

The company is striving to be the best service provider. We want to prioritise the area to focus, identify gaps and improve/fix.

Any inputs and comments would be appreciated. Do you think I should also touch on the 4 P?

People (Attitude, Expertise, Commitment)
-Knowledgeable with good service attitude
-Ability to understand what clients need and deliver the solution
-Collaborate with other depts to manage company core business processes

Physical Environment (Professional)
-Where the service is delivered and received – ensure it is in professional setting (align with brand image)
-Tangible components such as marketing collaterals, website, etc – information are up-to-date, relevant – make them easily accessible by clients

Process / System
-Enhanced service delivery through operation efficiency and effectiveness, work with high service quality vendors/business partners
-Standardise procedures, establish checklist to guide staff
-Quick service recovery

Organisational
-Create and communicate consistent message and service values across organisation and to clients (all marketing messages)
–internalize the brand service values
Be the first in the industry (service differentiation)
Empower employees (with guidelines)

HR (internal marketing)
Hiring the right people
Providing training and development
Recognise, motivate and reward
Set standards, measure, manage


Thanks