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Consumer relations
Public Relations Review, 25 (PR Bibliography): 16 ISS:--:: 0363-8111
Copyright © 1999 bv Elsevier Science Inc. All rights of reproduction in anv form reserved.
Consumer Relations JOURNALS "Best Practices in Customer Service Communications," Public Relations Tactics, v5n7, p. 10(1), July 1998. Customer service expectations must be satisfied in a way that captures and maintains their loyalty and creates bonds strong enough to withstand efforts of competitors to woo customers away. This satisfaction requires frequent communication with customers, employees and competitors. Details characteristics of customer-centered companies, and offers steps to consider in designing customer service programs.
Falbo, Bridget. "Wow Cutorncrs with Service to Build Positive PR," Hotel and Motel Management, v213n8, p. 45( I), May 4, 1998. The hotel customer service segment's most valuable asset is its employees. Hotels should be keen to hire people who are naturally suited for these positions, people who are friendly, who enjoy working in the service sector, and who genuinely like people. Besides natural inclination, hotels should carefully train employees to handle situations. One recommendation is to implemenr an incentive program to encourage a service-oriented approach.
feldman, Victoria. "Visa USA: Building Market Share in a Volatile Industry," Public Relations Tactics, v5n4, p. 22(1), April 1998. VISA developed an integrated, dual-pronged campaign to break the stranglehold the deep marketing pockets of American Express had on the volatile travel and entertainment market. Strategies included establishing brand identity, forging partnerships, reinforcing advertising, enhancing consumer awareness, and launching cause-related marketing programs.
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Vol. 25
Copyright © 1999 bv Elsevier Science Inc. All rights of reproduction in anv form reserved.
Consumer Relations JOURNALS "Best Practices in Customer Service Communications," Public Relations Tactics, v5n7, p. 10(1), July 1998. Customer service expectations must be satisfied in a way that captures and maintains their loyalty and creates bonds strong enough to withstand efforts of competitors to woo customers away. This satisfaction requires frequent communication with customers, employees and competitors. Details characteristics of customer-centered companies, and offers steps to consider in designing customer service programs.
Falbo, Bridget. "Wow Cutorncrs with Service to Build Positive PR," Hotel and Motel Management, v213n8, p. 45( I), May 4, 1998. The hotel customer service segment's most valuable asset is its employees. Hotels should be keen to hire people who are naturally suited for these positions, people who are friendly, who enjoy working in the service sector, and who genuinely like people. Besides natural inclination, hotels should carefully train employees to handle situations. One recommendation is to implemenr an incentive program to encourage a service-oriented approach.
feldman, Victoria. "Visa USA: Building Market Share in a Volatile Industry," Public Relations Tactics, v5n4, p. 22(1), April 1998. VISA developed an integrated, dual-pronged campaign to break the stranglehold the deep marketing pockets of American Express had on the volatile travel and entertainment market. Strategies included establishing brand identity, forging partnerships, reinforcing advertising, enhancing consumer awareness, and launching cause-related marketing programs.
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