According to advertisingprinciples.com public relations is defined as:
Communication with various sectors of the public to influence their attitudes and opinions in the interest of promoting a person, product, or idea.
As a PR major in college, I was responsible for several PR campaigns for everything from on campus events to off campus not-for-profit organizations. While advertising fell heavily into the marketing mix in these campaigns, I didn't interchange brand loyalty with brand awareness. It's one thing to have everyone know who you are but it's quite another to have everyone like you. It's for this reason that I'm a little disheartened by the 2007 Promotional Products Association International (PPAI) Sales Volume Study. According to the research, PR attributed for only 7.05% of sales volume of advertising specialtiess in 2007, down from 8.75% in 2006. Brand awareness, however, showed a major increase from 8.87% to 12.84%.
With social media now being a highly focused market in the advertising sector, it makes sense that the use of promotional products for brand awareness would increase as well. Consumers are seeing hundreds of ads on a daily basis, so advertisers and marketers want to become personal again. Distributing promotional bags or mailing out other promotional products allows them to reach their customer in a more personal way. But at what cost? Are these companies focusing too much on the need to sell products rather than the actions they need to take should something go wrong?
Case in point, this past weekend I went to the movies to go check out The Dark Knight with Jenn (who you may know from such blogs as "Dr. Suess is for Grownups, too" and " Promotional Products Hit the Slammer.") We arrived at 7:30 in an attempt to get tickets to the 8 o'clock show (yeah, right). When that and several others after it were sold out, we finally decided on the 10:20 showing. I headed to the Fandango machine and inserted my debit card. Out popped a receipt that said Purchase $0.00, Card Not Valid. I was stumped. So I tried another machine, same response. I returned to the car, dejected and Jenn headed in to purchase our tickets. After her success, we went to Commerce Bank which was luckily about 500 feet away and I popped my debit card into the machine. I hit Balance Inquiry and out popped a receipt that said, "Account Inactive. Balance 0.00" I returned to the car, dejected and called the bank. It was after 8 on a Saturday, I wasn't expecting to get a human interaction. I expected an automated call that would end in me being frustrated and unable to access my account until the next day. I was wrong.
Within seconds I was speaking to a customer service rep, who told me that my account had been turned off just minutes prior to my phone call because of a fraud alert. As she was going over my charges with me, an interesting thing occurred. Jenn's debit card was declined at the gas station. We quickly realized: It had been the Fandango Machine.
We returned to the movie theater and asked to speak to a manager. He was abrupt and rude. We had each used the same machine and he explained that no one else had complained, but we countered with the fact that the majority of people who had purchased tickets had headed directly inside to see The Dark Knight. Who knew how many people were sitting in the theatre watching Heath Ledger's last iconic performance as the deranged joker? They would head out afterwards to get food or perhaps some drinks and find out that they had no way of accessing their funds. The rude manager told me to take it up with Fandango and refused to even put up a sign stating that the machine was out of order. It was more important to sell tickets to the biggest box office hit than to spare some customers the unfortunate pain of being without funds due to a sketchy Fandango machine.
That is some bad PR right there, but it's just a true case study about how brand awareness is more important than brand loyalty. Jenn and I didn't bother calling Fandango, because the theater manager had already left a sour taste in our mouths. Let's hope that marketers get their act together and realize that long term loyalty is worth a lot more than a one time purchase.
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