ConsumerRelations
Chapter Objectives
Todescribecustomersasstakeholders
Toinvestigateconsumerprotectionlaws
Toexaminesixconsumerrights
Todiscusstheimplementationof
responsibilitiestoconsumers
Consumer Relations
Individualswhopurchase,use,anddisposeof
productsforthemselvesandtheirhomes
Proprietorsmayownthebusiness,but
consumersownitssuccess.
Responsibilities to Consumers
Theprimaryexpectationofconsumers
towardsthecorporationsisastablesupplyof
goodsandserviceswithdesirablequalityat
therighttime,placeandprice.
SupplyandQualityarethetwofactorsthat
mustbegivenutmostattention.
Responsibilities to Consumers
Improvingthestandardoflivingthrough
deliveryofhighqualityproducts
Treatingthecustomersequallyindifferent
aspectsofthebusinessinteraction
Customersatisfactionhasnowturnedinto
responsibility.
Responsibilities to Consumers
Thewordofmouthadvertisementofa
companyisproventobeeffectivein
increasingproductsalesandrevenue.
Evolutionofcustomersrolesfromcentral
targetasbuyersintoanequallyimportant
stakeholdersleadingthesuccessofany
organization
Responsibilities to Consumers
CorporateSocialResponsibilityisbasedon
threedimensions,economic,socia;and
economic.
Activeparticipationinsocialissuesandco
Consumer Economic Issues
Consumersareprimarystakeholdersbecausetheir
awareness,purchase,useandrepurchaseofproducts
isvitaltoacompanysexistence.
Consumersandbusinessareconnectedbyan
economicrelationship.
Consumersexchangemoneyforgoodsorservices.
Consumersexpecttheproductstheypurchaseto
performasguaranteedbythesellers.
Consumer Economic Issues
Consumerfraudresultsfromintentionaldeceptiontoderive
unfaireconomicadvantagefromanorganization.
Shoplifting
Collusion
Duplicity
Guile
Buyer/sellerdisagreementcanresultin
fraudulentactivities.
Productsnotmeetingexpectations
InventoryshrinkageisestimatedtocostU.S.businessesmore
than$40billionperyear.
Consumer Legal Issues
WithrespecttoU.S.consumers,legalissuesfall
underthedomainoftheFederalTradeCommission(FTC)
whichenforcesfederalantitrustandconsumerprotectionlaws.
Food&DrugAdministration(FDA)monitorsfoods,
drugs,medicaldevices,cosmetics,veterinaryproducts,and
potentiallyhazardousconsumerproducts.
ConsumerProductSafetyCommissionmonitorsinjuries
resultingfromconsumerproducts.
Consumer Legal Issues
RepublicActNo.7394ConsumerActofthePhilippines
policyoftheStatetoprotecttheinterestsoftheconsumer,promotehis
generalwelfareandtoestablishstandardsofconductforbusinessand
industry.
Additional Legal Issues and Relevant
Laws
Healthandsafety
PureFoodandDrugAct
Creditandownership
HomeOwnershipandEquityProtectionAct
Marketing,advertising,andpackaging
FederalTradeCommissionAct
TelemarketingandConsumerFraud
andAbusePreventionAct
Additional Legal Issues and Relevant
Laws (cont.)
Salesandwarranties
MagnusonMossWarrantyAct
Productliabilityabusinessslegal
responsibilityfortheperformanceofits
products
ToySafetyAct
Internationalissues
Ethical Issues
Consumerism
Themovementtoprotectconsumersfroman
imbalanceofpowerwithbusinessandtomaximize
consumerwelfareinthemarketplace
Ethical Issues
ConsumerBillofRights
Righttochoose
Righttosafety
Righttobeinformed
Righttobeheard
Righttoseekredress
Righttoprivacy
Right to Choose
Totheextentpossible,consumershavethe
opportunitytoselectfromavarietyof
productsatcompetitiveprices.Thisrightis
basedonthephilosophyofthecompetitive
natureofmarkets,whichshouldleadtohigh
qualityproductsatreasonableprices.
Right to Safety
Thismeansthatbusinesseshaveanobligation
nottoknowinglymarketaproductthatcould
harmconsumers.
Right to Be Informed
Anyinformation,whethercommunicatedin
writtenorverbalformat,shouldbeaccurate,
adequate,andfreeofdeceptionsothat
consumerscanmakeasounddecision.
Right to Be Heard
Thisrightrelatestoopportunitiesfor
consumerstocommunicateorvoicetheir
concernsinthepublicpolicyprocess.This
impliesthatgovernmentshavethe
responsibilitytolistenandtakeconsumer
issuesintoaccount.
Right to Seek Redress
Consumershavetherighttoexpress
dissatisfactionandseekrestitutionfroma
businesswhenagoodorservicedoesnot
meettheirexpectations.
Right to Privacy
Consumersneedtobeawareofhowpersonal
dataarecollectedandused;andfirmsmust
protectthisinformation.
Philanthropic Issues
Organizationsareincreasinglylinking
philanthropiceffortswithconsumerinterests
inordertostrengthentiestoconsumers.
Strategic Implementation
Includecommunityviewsincorporateplanning
Manage,nurture,andcontinuouslyassess
communityrelationsandneeds
Educateandlistentoconsumers;runsurveysto
discoverstrengthsandweaknessesin
stakeholderrelations;hireconsumeraffairs
professionals;anddevelopacommunity
relationsoffice