Group 1 - A brand crisis triggered by a customer service incident is exposing operational difficulties for Hengan International [2][4] - The incident involved a customer being verbally abused by a service representative during a promotional inquiry, leading to widespread negative attention on social media [3] - Hengan International's response included claims of abnormal account access and promises of compensation for affected consumers, but no updates on the situation have been provided as of May 12 [4] Group 2 - Hengan International's financial performance is concerning, with a reported revenue decline of 4.6% and a net profit drop of 17.9% for 2024 [4] - The company's core tissue paper segment has experienced a significant loss of 245 million yuan, marking the first loss in this area [4] - Rising costs and industry price wars are contributing to unprecedented challenges for this once-prominent brand known for "Seven Space" and "Heart to Heart" products [4]
客服辱骂风波叠加业绩“双降” 恒安国际陷品牌与经营双重危机