马上评｜“7岁的毛毛”引争议，西贝为什么又做错了

Core Viewpoint - The company Xibei is facing public backlash due to a controversial article published on its official WeChat account, which has led to negative reactions from netizens [1][8]. Group 1: Article Content and Public Reaction - The article titled "7-year-old Maomao: I thought I would never eat Xibei again" tells a sentimental story from the perspective of a child, Maomao, who insists on dining at Xibei despite his mother's concerns about recent online criticism [1][6]. - The article was perceived as overly emotional and outdated in terms of public relations strategy, potentially alienating consumers rather than resonating with them [8]. - Xibei has since deleted the article, indicating a recognition of the backlash it received [1]. Group 2: Public Relations Strategy - The article's release during a time of scrutiny over Xibei's food quality and pricing was seen as a misstep; effective public relations should focus on actions rather than emotional appeals [8][9]. - The company’s internal communication strategy may have been misaligned with external perceptions, as the article was intended for internal morale but was visible to the public [8]. - A more consumer-focused approach, understanding the criticisms and addressing them directly, could have mitigated the backlash and improved the company's public image [9]. Group 3: Future Considerations - The company needs to prioritize product quality and service to regain consumer trust, rather than relying on emotional narratives [9]. - A shift in focus from self-referential communication to understanding consumer perspectives is essential for effective crisis management [9].