Consumer Relations Post

Consumer Relations Post - 10/25/10 Consumer
Rela-ons


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Unformatted text preview: 10/25/10 Consumer
Rela-ons
 Consumer
Rela-ons
 The
purpose
of
consumer
rela-ons
is
to

 sa-sfy,
safeguard,
enhance
and
monitor

 consumer
ac-vi-es
by
being
responsive
 and
sensi-ve
to
consumers
needs
while

 remaining
profitable.
 Customer
Rela-ons/Service
 Tradi-onal
Responsibili-es
 •  •  •  •  Handle
customer
complaints
 Note
trends
in
quality,
product
defects
 Resolve
problems
 Reduce
product
costs
 Consumer
Rela-ons
Objec-ves
 •  In
terms
of
public
rela-ons,
consumer
 rela-ons
is
not
handling
consumer
problems
 but
is
built
on
cuDng
through
the
cluEer
of
 media
messages
to
dis-nguish
one
company
 from
the
next
–
product
differen-a-on.

 The
Consumer
Movement
 Government
con-nues
emphasize

 consumer
rights
in
the
areas
of:
 •  Labeling
 •  Packaging

 •  Product
safety
 •  Adver-sing
 1 10/25/10 Federal
Consumer
Agencies
 •  Jus-ce
Department
 –  An-trust,
monopolis-c
ac-vi-es
 •  Federal
Trade
Commission
 –  Adver-sing,
enforced
consumer
protec-on
 •  Securi-es
and
Exchange
Commission
 –  Disclosure
among
public
companies
 •  Food
and
Drug
Administra-on
 –  Food
and
drug
regula-on
 •  Consumer
Product
Safety
Commission
 –  Product
safety
standards
 •  Office
of
Consumer
Affairs

 Jus-ce
Department
 Mission
Statement
 
To
enforce
the
law
and
defend
the
interests
of
the
 United
States
according
to
the
law;
to
ensure
public
 safety
against
threats
foreign
and
domes-c;
to
 provide
federal
leadership
in
preven-ng
and
 controlling
crime;
to
seek
just
punishment
for
those
 guilty
of
unlawful
behavior;
and
to
ensure
fair
and
 impar-al
administra-on
of
jus-ce
for
all
Americans.
 –  Informa-on
 Federal
Trade
Commission
 •  The
Federal
Trade
Commission
(FTC)
works
to
 ensure
that
the
na-on’s
markets
are
vigorous,
 efficient
and
free
of
restric-ons
that
harm
 consumers.
Experience
demonstrates
that
 compe--on
among
firms
yields
products
at
 the
lowest
prices,
spurs
innova-on
and
 strengthens
the
economy.
Markets
also
work
 best
when
consumers
can
make
informed
 choices
based
on
accurate
informa-on.

 FTC
 The
Division
of
Adver-sing
Prac-ces
 The
Division
of
Adver-sing
Prac-ces
is
the
na-on’s
enforcer
of
federal
truth‐in‐adver-sing
 laws.
Its
law
enforcement
ac-vi-es
focus
on:
 •  Claims
for
foods,
drugs,
dietary
supplements,
and
other
products
promising
health
 benefits.

 •  Health
fraud
on
the
Internet.

 •  Weight‐loss
adver-sing

 •  Adver-sing
and
marke-ng
directed
to
children.

 •  Performance
claims
for
computers,
ISPs
and
other
high‐tech
products
and
services.

 •  Tobacco
and
alcohol
adver-sing,
including
monitoring
for
unfair
prac-ces
or
decep-ve
 claims
and
repor-ng
to
Congress
on
cigareEe
and
smokeless
tobacco
labeling,
 adver-sing
and
promo-on.

 •  Protec-ng
children’s
privacy
online.

 •  Claims
about
product
performance
made
in
na-onal
or
regional
newspapers
and
 magazines;
in
radio
and
TV
commercials,
including
infomercials;
through
direct
mail
to
 consumers;
or
on
the
Internet.

 •  To
ensure
the
smooth
opera-on
of
our
free
 market
system,
the
FTC
enforces
federal
 consumer
protec-on
laws
that
prevent
fraud,
 decep-on
and
unfair
business
prac-ces.
.
.
 Whether
comba-ng
telemarke-ng
fraud,
 Internet
scams
or
price‐fixing
schemes,
the
 FTC’s
primary
mission
is
to
protect
consumers.

 Securi-es
and
Exchange
Commission
 •  Disclosure
of
informa-on
among
public
 companies
 –  Annual
reports
 –  Quarterly
reports
 –  SEC
filings
 2 10/25/10 Consumer
Product
Safety
Division
 •  Product
and
safety
standards
 •  Recalls
and
product
safety
news
 “Consumers
Reports”
 
NHTSA
sets
safety
standards
for
motor
 vehicles
and
associated
equipment,
 inves-gates
possible
safety
defects,
assures
 that
products
meet
safety
standards
and
are
 not
defec-ve
(through
recalls
if
necessary)
and
 tracks
safety
related
recalls.
The
agency
also
 enforces
regula-ons
on
fuel
economy,
 odometer
fraud
and
vehicle
thea.
 •  How
we
test
 Our
Na-onal
Tes-ng
and
Research
Center,
in
Yonkers,
N.Y.,
is
the
largest
 nonprofit
educa-onal
and
consumer
product
tes-ng
center
in
the
world.
We
 buy
all
the
products
we
use
as
test
samples.
We
receive
no
special
treatment.
 We
accept
no
free
samples.
If
a
manufacturer
sends
us
a
free
product,
we
 return
it.
We
test
products
in
50
state‐of‐the‐art
labs.
More
than
100
tes-ng
 experts
work
in
our
eight
major
technical
departments‐‐appliances,
auto
test,
 chemical,
electronics,
foods,
home
environment,
public
service,
and
recrea-on
 and
home
improvement.
We
test
cars
and
trucks
at
our
fully
equipped
auto
 test
facility
in
East
Haddam,
Conn.
We
also
survey
our
millions
of
readers
to
 bring
you
informa-on
on
the
reliability
of
hundreds
of
auto
models
and
of
 major
products
such
as
appliances
and
electronic
gear.
Reader‐survey
data
 also
help
us
rate
insurance
and
other
consumer
services.
 •  ConsumerReports.org
is
published
by
Consumers
Union,
an
 independent,
nonprofit
tes-ng
and
informa-on
organiza-on.
Since
 1936,
CU's
mission
has
been
to
test
products,
inform
the
public
and
 protect
consumers.
We
are
a
comprehensive
source
for
unbiased
 advice
about
products
and
services,
personal
finance,
health
and
 nutri-on,
and
other
consumer
concerns.
Our
income
is
derived
solely
 from
the
sale
of
Consumer
Reports
(in
print
and
online)
and
other
 services,
and
from
nonrestric-ve,
noncommercial
contribu-ons,
 grants,
and
fees.
Consumers
Union
is
governed
by
a
board
of
18
 directors,
who
are
elected
by
CU
members
and
meet
three
-mes
a
 year.
CU's
President,
James
Guest,
oversees
a
staff
of
more
than
450.
 •  Consumer
Reports
magazine
alone
has
4
 million
subscribers.
We
reach
millions
more
 consumers
through
ConsumerReports.org,
 our
travel
and
health
newsleEers,
radio
 programs,
television
programs,
car
price
 services,
and
fax
service.

 3 10/25/10 •  Consumers
Reports
 –  Purchase
products
to
be
tested
 –  Accepts
no
adver-sing
 •  2.5
million
members
worldwide
 •  250,000
members
in
the
United
States
 •  Established
in
1971
 •  Greenpeace
is
the
leading
independent
 campaigning
organiza-on
that
uses
non‐ violent
direct
ac-on
and
crea-ve
 communica-on
to
expose
global
 environmental
problems
and
to
promote
 solu-ons
that
are
essen-al
to
a
green
and
 peaceful
future.
 4 ...
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