Comments on: Inside PR #160 – Wednesday, April 22, 2009 http://www.insidepr.ca/index.php/2009/04/22/inside-pr-160-wednesday-april-22-2009/ Exploring the state of public relations Fri, 03 Feb 2012 16:33:27 +0000 hourly 1 http://wordpress.org/?v=3.0.4 By: Jopie http://www.insidepr.ca/index.php/2009/04/22/inside-pr-160-wednesday-april-22-2009/comment-page-1/#comment-545277 Jopie Fri, 05 Jun 2009 20:09:06 +0000 http://www.insidepr.ca/?p=525#comment-545277 He’s currently 1st vice president of the CPRS Toronto board of directors and accreditation committee co-chair. Martin received an Honours Bachelor of Arts degree in film, television and theatre from York University in Toronto and is the author of two published books of fiction. He’s currently 1st vice president of the CPRS Toronto board of directors and accreditation committee co-chair. Martin received an Honours Bachelor of Arts degree in film, television and theatre from York University in Toronto and is the author of two published books of fiction.

]]> By: Michael Miller http://www.insidepr.ca/index.php/2009/04/22/inside-pr-160-wednesday-april-22-2009/comment-page-1/#comment-535729 Michael Miller Mon, 27 Apr 2009 13:56:43 +0000 http://www.insidepr.ca/?p=525#comment-535729 I really enjoyed the discussion about the customer service department in show 160 and I wanted to leave my two cents. I think there is great value to be gained from having customer service departments report into marketing or PR. Think about how the metrics would change: from call volume, cost savings and call length; to brand alignment and consistent messaging. Even the training would tend to be more focused on understanding the brand and the value of reputation just based on who you report to. This is a channel that has much to offer the organization in terms of gathering information on customer attitudes and behaviour as well, which I think marketing and PR are more aptly suited to interpret and make use of than the operational groups this function often reports to. I really enjoyed the discussion about the customer service department in show 160 and I wanted to leave my two cents. I think there is great value to be gained from having customer service departments report into marketing or PR. Think about how the metrics would change: from call volume, cost savings and call length; to brand alignment and consistent messaging. Even the training would tend to be more focused on understanding the brand and the value of reputation just based on who you report to.

This is a channel that has much to offer the organization in terms of gathering information on customer attitudes and behaviour as well, which I think marketing and PR are more aptly suited to interpret and make use of than the operational groups this function often reports to.

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