2. Starbucks might have been defensive at first, but very quick to recover for the wake of their reputation, expecially in the most critical of times. The attitude and tone of Sept. 11 ws emotional, sensitive, and cautious, and Starbucks HAD to respond in a beter way in order to maintain their sensitivity to the terrorist attacks. They had to respond in such an extreme way in order to save face, and they did well. I think it's crazy how much the world revolves around making sure every customer is perfectly pleased and satisfied, even if the company has done nothing intentionally wrong to them. But, like we've studied before, the customer is always right and he dictates what businesses do.
5. I'm not sure if I completely understand the principle Immanuel Kant is trying to explain--categorical imperative. It is a little confusing to me, but if I interpret right (after reading it a couple times) he is saying to make a decision that might be unethical in the process but that ensures success for everyone in the future. SO, if he means that, then I would think his advice to Starbucks would be to do just what they did--buy fair Trade Coffee because it benefited everyone in the end. Although Starbucks did not have to do anything unethically, they probably followed what Kant might have told them to to do.
I don't know. This question was a little confusing to me.
Monday, October 16, 2006
Starbucks knows what's up (week 6)
Starbucks is a great example of a company who does business well and who is aware of the possible conflicts in business that could arise. The reading, Information Sharing and Indication and Warnings, talks about communication as a key asset in businesses working together and getting messages sent across business networks.
Starbucks is aware of that need to communicate and act on different conflicts that come their way. This company seems to have been prepared for many different things that could happen and they are quick to respond and recover in an ethical way. For example, with the Sept. 11 water bottle incident and also in the incident with the Fair Trade coffee. Starbucks is so concerned with their reputation and quality and effectiveness as a business, that they will go the extra mile to prepare for different circumstances.
They have made a great name for themselves and thus have earned the right to be the most glorified coffee company in the world.
They have stuck to their 6 principles and have reached their company goals by doing business ethically correct and that is pleasing to their customers.
Now can we get a latte? Sweet.
Starbucks is aware of that need to communicate and act on different conflicts that come their way. This company seems to have been prepared for many different things that could happen and they are quick to respond and recover in an ethical way. For example, with the Sept. 11 water bottle incident and also in the incident with the Fair Trade coffee. Starbucks is so concerned with their reputation and quality and effectiveness as a business, that they will go the extra mile to prepare for different circumstances.
They have made a great name for themselves and thus have earned the right to be the most glorified coffee company in the world.
They have stuck to their 6 principles and have reached their company goals by doing business ethically correct and that is pleasing to their customers.
Now can we get a latte? Sweet.
Monday, October 02, 2006
Chapter 4: Thoughts on "Quick Break 4.4" (week 4)
"The Customer is Always Right."
I'm not gonna lie...this is the most interesting thing I found in this chapter, because it's hilarious. It's funny how we have created this business system in America that stands on the motto....actually, that THRIVES on the motto: the customer is always right. Businesses HAVE to cater to every need of the customer, b/c they have to save and maintain their solid reputation.
This reminds me of the restaurant industry. I cannot think of a more appropriate example than waiting tables.
A customer wants to sit at the completely opposite table you originally sat them at: take them there--do what they want.
A customer thinks his food is not hot enough: Comp his meal and give his a gift certificate for $50 to ensure that he will come back (and not tell his friends his "terrible" experience with cold food...)
A customer calls you an idiot and belittles your profession, embarrassing you in front of the whole restaurant: You kindly smile and say, "Yes, you're right....one day, though I hope to be just like you. Thank you for the advice."
Those are extreme examples, but believe me...I've come very close to having to deal with these kinds of situations. We live in a consumer-driven, highly-manipulative society. Businesses and organizations HAVE to cater the customers' needs, no matter how crazy or unfair they are, in order to thrive as a successful business that the public loves. It's a constant competition: Which businesses can get MORE customers by way of meeting their exact needs and catering to their ridiculous requests while possibly compromising their standards and their dignity...just to keep even ONE customer.
But this is the American dream we live in, right folks? I just thank God there's something more...
I'm not gonna lie...this is the most interesting thing I found in this chapter, because it's hilarious. It's funny how we have created this business system in America that stands on the motto....actually, that THRIVES on the motto: the customer is always right. Businesses HAVE to cater to every need of the customer, b/c they have to save and maintain their solid reputation.
This reminds me of the restaurant industry. I cannot think of a more appropriate example than waiting tables.
A customer wants to sit at the completely opposite table you originally sat them at: take them there--do what they want.
A customer thinks his food is not hot enough: Comp his meal and give his a gift certificate for $50 to ensure that he will come back (and not tell his friends his "terrible" experience with cold food...)
A customer calls you an idiot and belittles your profession, embarrassing you in front of the whole restaurant: You kindly smile and say, "Yes, you're right....one day, though I hope to be just like you. Thank you for the advice."
Those are extreme examples, but believe me...I've come very close to having to deal with these kinds of situations. We live in a consumer-driven, highly-manipulative society. Businesses and organizations HAVE to cater the customers' needs, no matter how crazy or unfair they are, in order to thrive as a successful business that the public loves. It's a constant competition: Which businesses can get MORE customers by way of meeting their exact needs and catering to their ridiculous requests while possibly compromising their standards and their dignity...just to keep even ONE customer.
But this is the American dream we live in, right folks? I just thank God there's something more...
Chapter 3--thoughts (week 3)
The story of Ivy Lee is very interesting. He was a man of good intentions, intelligence, and wisdom, yet very misunderstood.
He represented clients that were controversial to the public, but that turned out to be legitimate. He supported the alliance with the Soviet Union, yet was looked down upon greatly because of the timing in his affairs: Russia was generating a bad communist reputation. However, years later, this alliance let to victory in the infamous WW2. During the Nazi reign in Germany, Lee's intentions were to minimize their power and influence them in a positive way...a somewhat naive, yet honest and blameless approach to bringing peace. I feel bad for the guy. His reputation has been that of a negative and even treasonous one. But he never meant to betray his country, his country's reputation, their power. He only meant good.
But I guess some people are misunderstod because of the way they go about things.
I like this guy, though. He seemed to be a non-conformist in a way. He did what was right, no matter how he was perceived initially. And most of the time, he proved worthy of his post.
I feel bad that he had to go to his grave with this terrible association with the Nazi regime, when all he was trying to do was bring peace with that nation.
He represented clients that were controversial to the public, but that turned out to be legitimate. He supported the alliance with the Soviet Union, yet was looked down upon greatly because of the timing in his affairs: Russia was generating a bad communist reputation. However, years later, this alliance let to victory in the infamous WW2. During the Nazi reign in Germany, Lee's intentions were to minimize their power and influence them in a positive way...a somewhat naive, yet honest and blameless approach to bringing peace. I feel bad for the guy. His reputation has been that of a negative and even treasonous one. But he never meant to betray his country, his country's reputation, their power. He only meant good.
But I guess some people are misunderstod because of the way they go about things.
I like this guy, though. He seemed to be a non-conformist in a way. He did what was right, no matter how he was perceived initially. And most of the time, he proved worthy of his post.
I feel bad that he had to go to his grave with this terrible association with the Nazi regime, when all he was trying to do was bring peace with that nation.
Professional Definitions of PR (week 1)
Public Relations
The main purpose of PR, from the different definitions I gathered, is planning. Planning ahead. Preparing for what may, could, might, and will come. Knowing how the public will respond to different tactics, and developing plans to mediate their thoughts with the truth of the organization being under criticism. Knowing how to communicate effectively and purposefully to the public in order to keep chaos low and order in place. It is the protection of an organization's or person's reputation--sometimes deceiving, dpending on the PR practitioner/firm. But can often times be an honest profession as well. It establishes and maintains a good reputation and good communication and good standing between an organizaion/business and it's audience/publics. PR is often the backbone of an organizations success/failure, and can either make or break its reputation and good standing.
The main purpose of PR, from the different definitions I gathered, is planning. Planning ahead. Preparing for what may, could, might, and will come. Knowing how the public will respond to different tactics, and developing plans to mediate their thoughts with the truth of the organization being under criticism. Knowing how to communicate effectively and purposefully to the public in order to keep chaos low and order in place. It is the protection of an organization's or person's reputation--sometimes deceiving, dpending on the PR practitioner/firm. But can often times be an honest profession as well. It establishes and maintains a good reputation and good communication and good standing between an organizaion/business and it's audience/publics. PR is often the backbone of an organizations success/failure, and can either make or break its reputation and good standing.
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