Chapter 6 Consumer Relations

Chapter 6 was about Consumer Relations and about things that are most important to the public. It started off by comparing Marketing and Public Relations to each other and discussing how they share some of the same fundamental concepts. It also went on to explain how marketing is product-specific and service-specific. And that public relations is a much broader discipline. It then gave examples of some of the public relation strategys that marketing cannot do. For example, Public relations may work to stabilize or change public opinion in areas other than products. The chapter then went to give some historical background about products and service sellers, and how buisness apporoaches to the consumer shifted during the 50's, 60's, and 70's. It then talked about todays approach, which is that people want to be served, not sold. In this chapter I learned that customer delight replaces customer service, and how organizations now are competing with others to delight their customers.