Pepco Post Number 3

9 Dec

As I mentioned in my last post, the Washington Post published a pretty devastating expose of Pepco’s failings and today, there are several letters to the editor that provide some insight into public unhappiness with the utility company. Additionally, Post columnist Robert McCartney has a pretty strong take on Pepco and its excuses.

Pepco is facing a public relations crisis. As McCartney points out, Pepco’s PR strategy of saying that customer’s expectations are too high is unsatisfactory and, frankly, ridiculous. The last time I checked, the United States is a first-world country, and Washington, D.C. is its capital. As such, it is not out of line to expect power to be 100% reliable. If, however, this was Haiti, then maybe expectations of electrical service would not be met.

Pepco’s brand promise SHOULD be about reliability. Instead the brand has come to mean LACK OF RELIABILITY.  In order to restore its brand, Pepco is going to have to engage in communications that are responsive to real concerns, but further, should absolutely engage in FIXING THE PROBLEM. As I stated before, no amount of communications is going to satisfy a customer who has experienced frequent, extended power outages.

Share

Advertisements

One Response to “Pepco Post Number 3”

Trackbacks/Pingbacks

  1. How to become the most hated company « Caffeinated ideas and views on marketing communications - July 12, 2011

    […] your customers are stupid or ignorant (read about Pepco’s misguided ad campaign for […]

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

%d bloggers like this: