public relations program for the celebration of 23 years from the ...

PUBLIC RESPONSIBILITY

www.mybusinessmavepr.weebly.com

andreas andreou PUBLIC RESPONSIBILITY | AMMOXOSTOY 47,NICOSIA

PR PROGRAM COMPANIES COMPREHENSIVE CELEBRATION PROGRAM


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CONTENT:

Prologue

Program actions

Schedule actions

Budget

Aspirations action report

Customers Satisfaction

Crisis communication and management

Prologue: Concerning the celebration of ….

years since the establishment of the group.

Particular attention will pay to have the

celebrations as much as original character, to

be alive, and be diffused throughout the

whole year.

Program celebration actions:

Badge/logo: Establishment badge/logo for the

celebrating of 23 years of the company

establishment.


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Printing books/envelops/brochures for the

celebrating.

Participation/organizing exhibition in our

headquarters.

Participation/organizing art competition

entitled: Paint or draw our perfect

cars/products.

Sponsored exhibition, money will be placed in

an institution for people with disabilities.

Organize series of lectures entitled: For safe

roads, a family all together.

Action report aspirations

Budge: Strong celebration image to a wide

audience (Detection is).

Versions: valid/responsible/severe/impressive

presentation celebration.

Exhibitions: Presentation celebration to wider

audiences. Interesting for the public and

persons with disabilities. Competitions: Image

passing on/through social media.

Lectures: The agency interested in culture, the

society in which exists, operates and


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developed. Also cares for persons with

disabilities due to traffic accident.

Action Plan:

Badge/logo establishment, printing

books/brochures/envelops.

Organizing and/or sponsored exhibition.

Date 27 May 2016, time: 11:30.

ACTION DATE RESPONSIBLE REMARKS EXTRA PLACE 15/4 EQUIPMENT 15/4 PRINT 15/4 CATERING 15/4 PHOTO/VIDEO 15/4 WORKERS 15/4 GIFTS 15/4 PROMO/MEDIA 15/4 COORDINATOR 27/5 SUPPORT 27/5

Final test 27 May 2016 08:00.

Checks: parking, reception, lighting, equipment,

clean, w.c., evacuation plan, medical assist.


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Budget:

ACTIONS COST REMARKS PLACE EQUIPMENT PRINTINGS CATERING PHOTO/VIDEO WORKERS GIFTS SECRETARIAT COMPENSATION TOTAL UNFORESSEN COSTS (10%)

OVERALL COST

Headquarters car exhibition-3 September 2016

Time: 18:00.

As the above actions. Planning and budget.


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LECTURES: Probably the most important action.

Such actions show our interest to the society

(persons with disabilities due car accidents) and

parallel maintain and boost our strong image

among different audiences.

We need just a place, equipment, invitations and

coffee/drinks for our quests.NO COST.

This action it will be in four different places for ten

times in capital Nicosia. Consider for the other

towns.

Another action is to make lectures for the

environment especially if our cars/products is

friendly to the environment.

Customers Satisfaction

Customers lifetime value. One of the most

important part of a successful business is the

satisfied customers, and the other is the satisfied

employees.


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The first part relates to our external image and

the second part of our own internal image.

In my personal research a large number of

directors believe that the relationship/connection

between customers and business, until the

beginning of the new decade may change or

interrupt/break RADICALLY.

For a long lasting customer relationship, it is vital

for marketing department to contribute to the

profitably of the business, and it has to be able to

measure and demonstrate its contribution to

profits, despite the common misconception that

marketing is a cost center.

Customers are becoming MORE DEMANDING and

COMPETITION IS BECOMING MORE INTENSE.

My opinion: Focus on the best customers already

exists, optimize the profit that can be made from

them, increase their customer period, ways for

new customers.

Customers Satisfaction:

Analyze customer

interactions=tickets/tags/online answers

published.


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Video channel that enhances relationship.

Building and reward customers with quicker

resolutions.

Route customers quicker, check customer

satisfaction scores for each communication

channel to ensure that customers are getting

the best/check for lacks and what they are.

IDEAS: When someone bought a car consider

the following: a. A thank you message,

preliminary information concerning general

guidelines, information about customer

service center, first service. b. When someone

bought/want to buy a car route the customer

into the service department, there an

experience employee for five minutes can

share information to the customer.

Customer Experience

Impress early on. (waiting time/charges).

Invitations to Engage. As the above example:

when someone buy a car a message such this:


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a. we hope you are enjoying your drive.

Should you need assistance? please feel free

to contact us….

b. Hi Pavlina-Kristina, we hope you enjoy the

car. If you need assistance during your trip,

feel free to contact us.

c. Hi Pavlina-Kristina happy birthday for this

special day or we remind you that the next

Friday is your car service day 23 March 20,

2016, time:11.00.

Collecting feedback from customers after

sales, after service completion.

ALL INTERACTIONS THAT A CUSTOMER HAS

WITH A BUSINESS ACROSS ALL CHANNELS.

Customer Service

Solving customer problem at a time.

Excelling customer service.

Provide consistently good products/services.

Provide rewards.

THAT IS THE REASON WHY WE OFFER OUR

SPACE FOR FREE TO OUR SPONSORS.


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IDEA

ESTABLISH THE PREMIUM CUSTOMER SERVICE

A reward program for your most profitable

customers.

24/7 service or app, information center, chat.

Buying your car/product via mobile.

Personal offers birthday, name day, discount

days.

I will consider for more ideas as soon as

possible, like the examples of customer

service.

BRAND PREMIUM PROGRAM

A program to build, maintain, boost our brand

image. Actions:

Child/passengers safety.

Show interest on environment/ on disabled

person due car accident.


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Effects of alcohol while driving. Safe driving.

Environment issues/awareness.

Solar systems/products.

Uninterruptable Power Supply.

Fire Fighting Equipment.

Sure rewards are attainable.

Benefits.

Strategy.

Economics.

Measures.

Data base to retains customers for longer.

What costs the dealer little may be of tremendous

value to the customer. Our aim is to provide such

practices to the company because is a critical

feature for RENEWING CUSTOMERS VISITS.

I will provide much more ideas in a few days for

brand customer service.


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B2B lead generation on Linkedin

Become more active in groups.

Establish and generate traffic on your

group.

Keep active.

Engage with audiences, build

relationships.

Expand your connections.

Collaboration with colleagues, experts.

Discussions with.

Offers.

Consider the other channels. Most of the times

business stop to update or inform their social

media channels. Inform and update all your social

media channels with products/services/offers.


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SWOT ANALYSIS

Strength:

Expert skills in producing (luxury cars).

Strong brand/well performing.

Global presence.

High safety standards.

Target: Growing brand/Customer care.

Opportunities:

Growing population.

Better (car) technology demanded.

Weakness:

Fall in living standards.

Fall in income level.

Cost and labor/service/spare parts.

Financial instability.

Threats:

Cheap second hand products-spare

parts/services.

Competition.

Unexpected problems.


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OTHER FACTORS ARE:

Some other factors (swot analysis) related are:

Strong revenues/profits, Training to dealers,

Recalls, Losses/low sales, High fuel/electricity

prices, Emission standards, Bad payments,

Debt/cash flow, Government

programs/lows/impact from emergency

economies, Supply chain, Inflation, Exchange rates.

PRE CRISIS: Scanning/assessing situations/historic

Design/monitoring.

CRISIS: Detecting/procedures/recover.

POST CRISIS: Following up/Actions taken/relief

procedures/Review.

LERNING FROM CRISES.


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Risk Analysis: Drivers outside environment.

Financial/banking

Interest rates/credit/foreign

exchange/liquidity/financial market

Strategic risks

Competitors/customers-industrial changes or

demands/mergers/acquisitions.

Operational risks

Culture/regulations/director boards.

Accident risks

Contracts/natural

events/environment/suppliers.

Internal environment.

Financials

Bookkeeping/financial measures/inform

systems.

Strategic

Research/growth.

Operational

Recruitment/suppliers chain.

Accident

Workers/property/products/services.


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‘NEVER

UNDERESTIMATE

THE

IMPORTANCE

OF AN

EMERGENCY

ACTION

PLAN’


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CRISIS MANAGEMENT

Crisis management is the process an agency deals

with a major problem that serve as a threat to

agency and/or its stake holders. Is vital for any

agency/organization. Crisis is a threat on our

reputation and to the expansion of marketing

strategies in future.

The strategy of corporate crisis management

hasn’t necessarily changed, but in Google, twitter,

face book, social media era the execution has.

Key thing in crisis management is AVOIDING BAD

NEWS FOR EXTEND PERIOD.

Studies shows that the most of the times

automakers/industries IGNORE CUSTOMERS

COMPLAINTS IN ORDER TO INCREASE ITS

PRODUCTION VOLUMES. Also many times

ISSUES/PROBLEMS REMAIN UNNOTICED FOR SO

LONG.


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First acknowledge that it can strike, no matter

how vigilant you are. The worst thing is to say

they will never happen to us or when occurs

blame others.

If we are transparent consumers can accept

easier that we are not perfect. What they will

not accept/forget is that we say lies.

(situations which the company has legal and

ethical obligations).

STEPS:

Establish a crisis management team.

Defining crisis.

Ease the cause.

Own addressing failures.

APOLOGIES

MEET THE MEMBERS OF FAMILIES (HIGH

RISK ACTION)

COMPENSATIONS

ACTIONS TO ADDRESS THE SITUATION


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CASE: UNKNOWN

1. CAUSES UNKNOWN

2. MOST OF THE TIMES

MALFUCTIONING REASON

3. INSTANT ASSESSMENT TO STOP

FURTHER BREAK DOWN

UNKNOWN CAUSES is difficult to undo the

situation:

Creates uncertainty

Is seen as a threat to important goals

Unexpected

Corporate crisis:

Is the hazards that involve people and

economies (wide damages to human life

and to the social environment).


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CRISIS COMMUNICATIONS:

Lack of During crisis lead to:

Operational reply break down

Partners do not get lucid

Picture of what is occurring

Crisis communications is a vital part of crisis

management.

ACTIONS:

1. PR campaign

2. Promote safety/reliability/your good history

3. TV/Print media for apologies

4. Explanations

5. Press releases

Apology letters to customers informing them

about the recall, portrays customer concerns

about their protection and future alternatives for

our cars/products/services. HERE YOU NEED THE

SUPPORT OF YOUR FOLLOWERS SO START FROM

NOW TO BUILD YOUR SUPPORTERS.


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More:

Always alert and heart early.

Twitter hashtags.

Updates.

Replies to Questions.

Messages to reach wider audiences.

Able to perform daily issues.

Bring attention to company media

coverage.

COMMUNICATE WITH TRANPARENCY with

consumers. Consistent messages, one voice,

deal with cultural and different languages.

Messages and efforts synchronized across

different platforms. Join conversation,

engage customers. Immediate respond.

Start a face book recall page where experts

could post about solutions. Inform/answer

questions.


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CONCLUSIONS: Every business organization

needs an effective program to support the

actions as it is very important for the

growth of every business.

With respect,

Andreas Andreou.

Public Responsibility

99423240

[email protected]

public relations program for the celebration of 23 years from the ...

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