Tuesday, May 17, 2011
Apple provides a variety of means for consumers to communication with the company on a particular question or concern. Apple customers have the opportunity to contact a representative regarding product or technical support through AppleCare’s Support site for quick and answer or feedback, Online Service Assiatnt for repair or service information or through a phone service. To make the phone service more accessible to customers, Apple has separate lines for each of their products. Among its other customer relations tactics, Apple has an Internet service available 24 hours a day 7 days a week. To get face-to-face support, Apple created the Genius Bar in every retail store for technical support or hardware repair.
Apple’s website they strategically present their investor relations. The “Stock Info” section provides the public with Apple Inc.’s (AAPL) daily stock numbers including, change, opening price, previous close price, day high and day low, and volume. The page also includes a chart to compare numbers to previous years. The “Earnings Releases” page provides the public with quarterly reports from the 2008 Fiscal Year to present. In their “Financial History” section, Apple provides links to the company’s 10-K filings as well as their quarterly income statements, balance sheet information and cash flow from operations information. Apple’s “Governance” highlights guidelines applicable to the Chief Executive Officer and other senior management. Its governance includes information pertaining to a business conduct policy and political contributions & expenditures. Apple’s most recent Quarter proved to be successful with an 83% revenue growth and 95% profit growth. During its most recent quarter iPhone sales saw a 113% increase. (Apple Reports Q2 2011 Results) The iPhone sales increase is representative of Apple’s termination of AT&T’s exclusivity to sell the smart phone device.
Sunday, May 15, 2011
On March 18th, AMEX integrated a Facebook tab into their AMEX rewards interface and encouraged members to share their most memorable thing they've spent their points on. This, to me, was brilliant!!In my opinion, you have two types of shoppers; you have the practical consumer (one who shops based on needs) and an emotional consumer (one who goes on emotionally driven shopping trips). This afforded consumers the opportunity to share their experiences with other emotionally driven shoppers. It gave them a reason to discuss their connection with the purchased item and as a result purchase more with points so they can further discuss the topic.
Lastly, AMEX had a sweepstake for travelers. The card members had to write about their favorite trip moment, describe the trip, and share images. The winner received $10,000 towards their dream trip. As a result, they had 500 entries and 28,300 likes.
“Our stepped up investment spending has helped us capitalize on opportunities during the early stages of the economic recovery and strengthen relationships with consumer, small business and corporate customers. By moving aggressively, we have also been able to expand our leadership role in online commerce, introduce the next generation of digital payments and deepen our relationships with merchants internationally” quoted from AMEX April 20th press release.
Saturday, May 14, 2011
Dr Pepper Snapple also has their own consumer relations sector of the company. They offer the number for the consumer relations office. If people have any type of issue or question about a product or Dr Pepper Snapple, they can simply call this number. The only problem is that this service is not 24 hrs. I called around 8pm and there was an automative machine indicating that the office is not open after 5pm.
The website even offers a store locator to locate any product near you. This service is very helpful especially in finding the rarer products.
Also Motts utilizes social media widely. T hey have a facebook, twitter, and their own blog. Motts uses their twitter and facebook more for revealing products and interaction between consumers and themselves. Their main audience for social media are parents. Mostly mommy bloggers are commenting on these sites and we all know how influential those mommy bloggers are. Motts uses their blog to get information that may be beneficial to the parents and not just for marketing or selling purposes. They have useful information as far as child health and even fun ways for chirldren to get their nutrients.
After waiting and listening to all the options, the message did not at any time tell me how I could speak with a representative. I eventually tried to press zero but the message keep telling me wrong option and eventually hung up on me. At first I thought we were disconnected but the message clearly said that the option I am trying to reach is nonexsistent and I should try again later. Eventually I tried again and was connected with someone after about 10 minutes.
Regardless the situation with any customer service line, there should always be an option to speak with someone. If the line cannot offer information that the customer needs there should be someone that can at least refer the customer to the correct person.
Dr. Pepper Snapple has intricately planned actions to improve each sector of their focus. One focus is direct store shipment. Another is the use of less calories and labelling all their beverages. Dr Pepper Snapple also plans out all their colunteer work to create the most efficient help available. They take the time to plan out guidelines and goals to give to each manager to implicate. Lastly they give healthy donations to emergency relief funds such as United Way and the Boys and Girls Club.
Tuesday, May 10, 2011
Monday, May 9, 2011
It is a wise strategy because their headquarters are in Minneapolis; their employees can be more involved in CSR projects with the teams and they will get more recognition in Minnesota communities.
This makes sense in giving back to the community because the company targets families and community members to come into their stores for every day products.
Both the Contact Us and FAQ page carry the disclaimer that “we just can’t individually respond to every audience inquiry. We do, however, value your comments and suggestions.” I believe the Contact Us form is very impersonal, and the telephone number should be on that page so consumers can dial in to ask specific questions. Also, the disclaimer could turn consumers away from asking important questions or giving meaningful suggestions. There is a lot of room for improvement within ABC’s consumer relations.
The Walt Disney Company also calls upon its employees to become contributing members of society through their VoluntEARS program; a program designed to provide volunteer service across the globe. Since the program began 26 years ago, VoluntEARS have contributed over 5,000,000 hours of service in over 42 countries.
Specific contributions are available in The Walt Disney Company’s Corporate Citizenship Report.
In the Investor Relations Newsletter there are sections for Company Announcements, Corporate Citizenship and Financial information. The Newsletter sums up each affiliate company and provides their financial information.
The Investor Relations page of the Walt Disney Company website also provides a direct link for investors to view their shareholder account.
Wednesday, May 4, 2011
At my internship at Oxygen, I asked my boss about consumer relations based on her experience of being a page for NBC for the past year. She said that when consumers call the number to get on NBC studio tours and to get tickets to SNL, Jimmy Fallon, etc, it will first bring the customer to a simple introduction. When you press a number, it will give you all the information that you need to know. Then if you still want to speak with a representative, you are transferred right away. I called the NBC studio tours calling center. The automated messaging system was easy to follow and I was directed to a friendly NBC employee who set me up a tour quickly. I was pleased with the performance of that division of NBC consumer relations.
According to the comcast investor relations site, "Comcast was first incorporated in the state of Pennsylvania in 1969. Comcast's Initial Public Offering (IPO) was on June 29, 1972. On that date 430,000 shares of CMCSA were issued at $7 per share. On November 18, 2002, Comcast and AT&T Broadband combined to form the new Comcast Corporation."
NBC Universal created an initiative called Green is Universal that focuses on being environmental perspective to everything they do, informing and entertaining their audiences and giving more sustainable practices into their own operations, according to their website. NBC Universal also focuses on programming that deals with Green and Earth weeks and making their television and film sets out of environmental friendly materials. NBC Employees are also impacted through Green is Universal because at all NBC facilities they use sustainable materials and resources in construction and daily operations. NBC Universal has focused on the environment and is associated as being a company that is environmental friendly.