谣言也有“杀伤力”，农夫山泉应对舆情错在什么地方？

Core Viewpoint - The article discusses the impact of public sentiment and rumors on Nongfu Spring's business performance in 2024, highlighting the company's financial results and the challenges it faced due to negative publicity surrounding its founder, Zhong Shanshan [1]. Financial Performance - In 2024, Nongfu Spring reported revenue of 42.896 billion yuan, a year-on-year increase of 0.5%, and a net profit of 12.123 billion yuan, also up 0.4% [1]. - The bottled water segment experienced a significant decline, with revenue dropping by 21.3% to 15.952 billion yuan, leading to a market share decrease from 47.5% to 37.2% [1]. - The tea beverage segment, however, saw a revenue increase of 32.3% to 16.745 billion yuan, becoming the largest business segment with a 39% share [1]. Rumor Dynamics - The article categorizes the types of rumors affecting Nongfu Spring into three main forms: fabrication, strained associations, and distorted interpretations [2]. - Fabricated rumors included claims that Nongfu Spring hired online trolls to discredit Wahaha and imposed sales bans on its products, which were proven false [3]. - Strained associations involved claims that Zhong Shanshan's founding of Nongfu Spring was a personal vendetta against Wahaha, which was not the case [4]. - Distorted interpretations included rumors about the company's future ownership due to Zhong's son's American nationality, which were addressed by Zhong clarifying the company's ownership structure [6][7]. Response to Public Sentiment - Nongfu Spring's approach to handling rumors was characterized as "hard confrontation," which had mixed results in mitigating negative impacts [8]. - The company misjudged the severity of public sentiment, leading to a response that did not resonate with certain audience segments, ultimately affecting its bottled water business [9]. - The article emphasizes the importance of emotional management in public relations, suggesting that the company should focus on addressing underlying public sentiments rather than merely countering rumors [14]. Strengths and Weaknesses - Nongfu Spring's strong market position is attributed to its extensive water sources and robust offline distribution channels, with over 80% of revenue coming from offline sales [12]. - Despite its hard strengths, the company struggled with soft skills in public relations, leading to a disconnect with public sentiment and contributing to the negative impact on its bottled water segment [13][14].