To avoid the crowds and long lines in shopping malls people resort to online shopping. However online shopping can be just as stressful and time consuming as the malls. During the holiday season there have been several cases of bad public relations in the virtual market. Online companies have not been living up to their expectations and promises. For example, there has been a buzz going around about Ocean Marketing and their bad customer service with a client. A post on Penny Arcade labeled “Just Wow!” shows a fiery email battle between Ocean Marketing and its client. In short, Ocean Marketing‘s bad customer service led a client to feel very unhappy and dissatisfied. However these issues could have been prevented by the online company if they had a developed PR plan.
Renegade Advertising, an online marketing firm, has some valuable PR tips for internet companies. First let’s start off with communication with the consumer. All emails and phone calls should be responded to as quickly as possible. The communications should be professional and friendly to create a comfortable environment for the consumer. The consumer needs answers to his concerns and inquiries whether it’s via chat, telephone, or email.
Next the company should have realistic expectations. For example if a company knows that it cannot handle three hundred clients then it should not make a promise to them from the beginning. Instead the business should approach a realistic amount of clientele and provide quality service to them. Each customer deserves personal attention and in the best manner possible.
Lastly an online company should learn to apologize if any mistakes are made. After hearing a complaint, a company needs to take responsibility for its mistakes, and apologize to the consumer. This gesture ensures that the company is liable for the services they promise.
Here at Renegade Advertising loyalty to our customers is our priority. We give each customer personal attention and quality service to their satisfaction. These points have made Renegade Advertising’s PR department very successful and effective. Other internet companies can also take these thoughts into consideration to better serve their customers.