王乔“璩静式”发言，打了vivo本分文化的脸

Core Viewpoint - Vivo is facing a public relations crisis similar to the one experienced by Baidu's former vice president, Qu Jing, due to a controversial response from its public relations director, Wang Qiao, regarding user complaints about product updates [2][3][6]. Group 1: Crisis Overview - Users of the Vivo X200 Ultra expressed dissatisfaction over the lack of a software update compared to competitors, leading to a significant drop in user ratings from 8.9 to 5.3 on a review platform [3][4]. - Wang Qiao's dismissive comments on social media sparked outrage among consumers, prompting some to threaten switching to rival brands like Xiaomi and OPPO [4][6]. - The controversy extended to other Vivo models, with users questioning the prioritization of updates and demanding explanations [5]. Group 2: Response and Management Issues - Wang Qiao eventually issued an apology, acknowledging a lack of empathy and announcing a pause on his social media activity, but the damage had already been done [6][8]. - Vivo's delayed response to the crisis, taking five days to address user concerns, contributed to the escalation of negative sentiment [8][10]. - The company's official communication was limited to a technical update announcement, lacking any meaningful engagement or compensation for affected users [11][12]. Group 3: Implications for Brand Strategy - The incident highlights Vivo's need to improve its public relations management, especially as it aims to penetrate the high-end market [7][20]. - Vivo's traditional focus on technical rationality may hinder its ability to connect emotionally with consumers, which is increasingly important in the current market landscape [14][19]. - The company's long-standing "modest" culture may limit its willingness to innovate and adapt, potentially affecting its competitiveness in the high-end segment [24][30]. Group 4: Market Position and Future Outlook - Vivo's strategy has historically relied on extensive distribution and market penetration, but this may not suffice in the evolving smartphone market [21][22]. - The brand's lack of self-developed SoC chips and limited ecosystem offerings could pose challenges in establishing a strong foothold in the high-end market [30][31]. - Despite these challenges, Vivo continues to produce competitive products and has a solid foundation, suggesting potential for future growth if it addresses its current shortcomings [34].