Paul Marsden: Using Net Promoter in Market Segmentation and Product Design

We began the Process Excellence track with a presentation from HSBC's Nadya Hijazi. 

A Little Context

Because HSBC is such a large, global company it’s difficult to present themselves cohesively to their customers. Perceptions of their customers differ widely based on where they are located and which part of HSBC they work with.

And, HSBC have a very competitive environment in which they must make a multi-million dollar investment in HSBCnet, introducing new functionality, and supporting geographic expansion.