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- Gone On SafariJuly 11 2008
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No more PR blog posts until October.
My wife and I are on vacation in Africa for three months. We started in South Africa last week and will be making our way to Kenya by bus, combi, train and boat.
If you want to follow our antics and adventures, we started a travel blog (suprise suprise). www.slackersonsafari.wordpress.com.
- Another Beijing Olympic PR BlunderJune 24 2008
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Poor PR decisions continue to dog Beijing and its attempt to save face with the international community. Here is the latest blunder: the hotel hosting media at the Olympics Games is offering cash for coverage.
According to the Guardian, “The Gehua New Century Hotel…has promised journalists up to 1,000 yuan ($145) for articles about it….’We want to extend our reputation through the opportunity of the Olympics, it is necessary to promote our brand,’ PR manager Zhao Xiaoda told Reuters by telephone on Monday. ‘I understand it is different from international practice. It was a decision of the PR department not the hotel.’”
This just reinforces an image of corruption and bribery in China, in addition to damaging our profession. The Olympic’s focus on fair competition is a perfect opportunity for a host country to show how it also reflects that value. Instead, this unethical PR tactic shows the world that China is not ready for foreign investment and doesn’t have a free press.
- Enterprise Continues To EngageJune 20 2008
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A few days ago, I wrote about my satisfaction with Enterprise Rent-A-Car’s customer service. That night I got a call from a telemarketer from the car company. I shivered for the first moment thinking that my positive experience with the company was about to be ruined. I’ve blogged before about how telemarketing can often damage a PR strategy.
Instead, she was polite, asked me to answer three survey questions about my car rental experience and then wished me a good night. Less than two minutes in total.
Wow! Another impressive communication tactic to build my loyalty.
Of course, the thought crossed my mind that it may have been more than a coincidence considering they have never called before. But if someone from the company did add my name to the call list after seeing my blog, well that’s even more impressive that they are actively scanning the web for customer comments.
- Consumers Deserve Same Attention As ReportersJune 17 2008
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Enterprise Rent-A-Car has earned my business. They are always friendly and helpful. They’ve offered small discounts when small problems arise. They’ve worked miracles when I’ve booked a car for the wrong day. And they always ask for feedback when I bring back the car. So I’m willin
g to be loyal to them even if it costs me a few extra dollars. And I’ve told lots of people exactly that.On a recent road trip down the 401 in my rental car, I started thinking about the relationship between PR and customer service. We often think about customer service as a sales function. But if it is done right, isn’t it really about establishing a relationship with a key public and building two-way communication? Isn’t it PR?
Clearly, customer service can make a huge impact of word-of-mouth marketing. I’ve raved and ranted about banks, telephone services and clothing stores at parties and other events in the past.
And now in the age of the blogosphere, any individual can write about his or her experience with a company and reach hundreds, if not thousands, of other people.
Rarely does a week go by when I’m not reading about a blogger’s customer service experience. Some times it is good - like mine with Enterprise or
- Saying ’sorry’ does make a differenceJune 12 2008
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Canadian Prime Minister Stephen Harper’s apology to the Aboriginal community yesterday was a brilliant piece of communication to rebuild the rocky relationship between Natives and government.
He was apologizing for a government policy (1870s-1970s) that forced thousands of young Aboriginals to leave their families to be taught in residential boarding schools devoid of Native culture. Many of these youth were abused.
The intention of the apology was leaked nearly a week before - extending the coverage of the story. The speech delivered in the House of Commons by the Prime Minister was emotional and honest. And the National Post reports that the Prime Minister rewrote the majority of it - rejecting drafts provided by public servants and political staff - making his words seem more sincere. But more than anything else three words made a difference “I am sorry.”
Politicians and corporate heads have said these words before - sometimes they are blown off as spin or ‘what they were told to do.’ This time, the PM seems to have hit the mark.
Most of the aboriginal community is overjoyed by the apology.
And it also received highly positive coverage from the media. The National Post headline was ”Native leaders praise apology” while the lead paragraph stated, “Aboriginal leaders hailed th
