Once more I will be conducting this assignment using Redline Auto Service as the company.
What are their current PR activities?
Currently Redline Auto Service makes use of social media sites and tools to allow customers to voice publicly any opinions concerns they may have. A mechanic or representative of the company responds to these and customers are welcomed to discuss further how they feel.
What are the possible outputs, outtakes & outcomes?
To increase customer satisfaction for one. By speaking with an unhappy customer a company can potentially dispel their concerns to regain trust and future business. By doing this in a public manner it helps to build trust in other customers, or possible customers, as well. In addition their may be a trending concern which needs to be addressed. By solving this the company again gains trust from the public.
What might their PR objectives and business objectives be?
The PR objectives is once more to enhance trust. The business objective of this would be to keep current customers while drawing in new ones.
How might they measure each?
Customer satisfaction scores can be used to measure the overall performance of the company. By keeping track of this you can see when the score increases or decreases. When decreasing you can perform further analysis on why and fix it. You can perform similar analysis if it's increasing to find what customers are most satisfied with in order to continue that.
Do they seem to be accomplishing their objectives?
Yes, I believe that they do. I've witnessed a few less than stellar reviews that were changed once they were responded to. This increases the overall image of the organizations and shows it cares about its customers.
Nice job.
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