随后，众多主流媒体相继刊发评论，指出事件本质是"流量至上"对食品安全的侵蚀，呼吁建立"预防性文化免疫机制"。对霸王茶姬乃至整个新茶饮行业的 信任修复考验才刚刚开始。 全程监控的霸王茶姬，可以确保饮食安全 2026年1月5日晚，福建漳州龙文宝龙广场店临近打烊时，店员刘某用当天报损废弃物料模仿抖音热梗"印度奶茶"，拍摄15秒短视频：徒手砸冰、捏柠檬、 沿手臂倒茶、手指搅拌，全程未戴手套，背景带品牌LOGO。 很快，视频被发布到社交平台并快速扩散，#霸王茶姬手打#等话题冲上热搜，评论区出现"生理性不适""再也不喝"等大量质疑食品安全的声音。 2026年开年，新茶饮头部品牌霸王茶姬因一则"手打奶茶"短视频陷入舆论漩涡。福建漳州某门店员工身着品牌工服，未戴手套徒手操作报损物料模仿"印 度奶茶"热梗摆拍，相关视频在社交平台快速传播，"霸王茶姬手打"词条迅速冲上热搜，引发全网对品牌食品安全与管理规范的强烈质疑。 很快，霸王茶姬就对该事件进行了针对性的处理。随后，瑞幸、1点点等其他品牌也被网友翻出曾跟风拍"手打"视频，引发行业对加盟店管理与食安底线 的集中讨论。 实际上，网友对于霸王茶姬的安全质疑可能是过激的表现。事实上，霸 ...

Core Viewpoint - The crisis faced by Xibei serves as a valuable lesson in crisis public relations, demonstrating that even a severe initial backlash can be mitigated through effective subsequent actions and strategies [1][21][22]. Group 1: Crisis Phases - The crisis can be divided into two phases: the initial backlash and the subsequent stabilization phase [4][6]. - The first phase, characterized by a "catastrophic opening," involved a public confrontation with a prominent figure, leading to significant backlash [5][6]. - The second phase saw a "mid-game substitution," where a new public relations team was brought in, leading to a change in strategy and a gradual stabilization of the situation [7][10]. Group 2: Public Relations Strategy - The initial public relations missteps included a confrontational approach and a lack of centralized communication management [6][10]. - The new public relations team implemented a "silence" strategy to allow public sentiment to cool before re-engaging with the audience [10][11]. - Key actions included employee salary increases and price reductions, which were strategically timed to coincide with a period of reduced public scrutiny [12][18]. Group 3: Brand Recovery - Despite initial fears of losing consumer trust, Xibei's brand remained resilient, as evidenced by continued customer queues at their locations post-crisis [14][22]. - The implementation of food safety measures and transparency initiatives, such as the "sunshine kitchen" policy, helped to alleviate public concerns regarding food safety [17][18]. - The founder's public acknowledgment of the crisis and commitment to improved management practices signaled a renewed focus on brand integrity [19][20]. Group 4: Industry Insights - The crisis highlights the evolving nature of public relations in the digital age, where rapid information dissemination can amplify public sentiment [28][30]. - Companies must adapt their crisis management strategies to align with contemporary communication dynamics, emphasizing emotional engagement over traditional fact-based approaches [30][31]. - The effectiveness of crisis management is often contingent upon the leadership's understanding and responsiveness to public sentiment [33][34].

2026年1月3日晚间，尽管被委瑞内拉的事情抢去了不少风头，但雷军那场推迟后的"跨年直播"依然成为当晚的舆论焦点。 这场直播以"拆车回应质疑"为核心主题，澄清解释了此前互联网上关于小米汽车的诸多舆论关切，包括"绿化带战神"、"200公里时速刹车"等等。 在长达4小时的直播时间里，最终收获了接近4000万的观看人次，直播间的峰值观众高达49.6万，点赞数更是超过1.2亿。 然而，从事后来看，这场直播似乎并没有达到雷军和小米想要的"理解万岁"的效果，关于"雷军避重就轻"、"真诚不足"、"就是坚持不道歉"等批评声音依旧 持续发酵，其个人抖音账号此前持续下滑的粉丝数并未得到扭转，反而进一步强化了公众对小米汽车的负面认知。 显然，这场直播的失策，核心症结并非雷军缺乏诚意，而是其背后的传播策略与受众期待发生了根本性错位——公众期待的是一场"直面核心争议、给出明 确解决方案"的责任对话，而小米呈现的却是一场"侧重产品展示、强调自我辩护"的技术宣讲，这种错位从根本上极大降低了这一精心准备的直播的沟通价 值。 传播策略的核心前提是精准匹配受众预期，而雷军团队在直播前的预期构建与直播中的内容供给形成了致命错位。 从传播铺垫来看， ...

"如果能重来，我坚决不硬刚。"不久前，西贝餐饮创始人贾国龙罕见地再度出现在公众视野，对媒体说 出了这句话。 先闭麦，再做事 9月，一条"西贝几乎全都是预制菜还卖那么贵"的微博，将这家知名餐饮企业推上了舆论的风口浪尖。 信息发酵的那几天，西贝客流量断崖式下滑，部分门店营业额下降超过50%。 这些改变，都是在短短100天内产生的。 就在全行业都等着看 "公关翻车"时，西贝却悄然逆转舆论风向。从全网声讨到口碑回温，这场危机应 对里，藏着所有品牌都该懂的生存密码。 这个节点，距离西贝的那场风波，正好大约100天的时间。浏览上述采访的评论区，网友们的发言比起 之前温和了许多。这让人不免好奇，西贝发生了什么？贾国龙做出了哪些改变？ 走进今天的西贝门店，你会发现明档厨房里厨师正忙碌着现串羊肉串、现包饺子；后厨的直播屏幕上， 六个视角正在实时展示食品制作过程； 菜单上近40道菜品价格下调，平均客单价从92元降到75元。为 你变魔术的那个服务员，可能刚刚拿了500块的奖金。 闭麦只是开端，有效解决问题才是关键后手。 舆论爆发一周内，西贝对十余道菜品进行改造：儿童餐里的牛肉酱改为门店现炒；牛肉饼门店现做；肉 夹馍里的卤肉是生肉现 ...

Core Viewpoint - iQIYI faced backlash after mistakenly awarding an accolade meant for actress Liu Shishi to actress Bai Lu during the "Scream Night" awards ceremony, leading to public dissatisfaction and calls for refunds [3][5][7] Group 1: Award Incident - The award for "Peach Bean World 2025 Favorite (TV Series) Female Role" was incorrectly given to Bai Lu instead of Liu Shishi, causing significant public outcry [5][10] - iQIYI issued an apology citing "work negligence" but did not provide a solution for the lost benefits that were supposed to accompany the award, such as promotional opportunities [5][11] - Users expressed their frustration on social media, with many demanding refunds and questioning the sincerity of iQIYI's apology [7][11] Group 2: Financial Performance - iQIYI's Q3 financial report revealed total revenue of 6.68 billion yuan, a year-on-year decline of 8%, and a net loss of nearly 250 million yuan, breaking a three-year streak of profitability [16] - Revenue from membership services fell by 4% to 4.21 billion yuan, while online advertising revenue decreased by 7% to 1.24 billion yuan, and content distribution revenue saw a significant drop of 21% to 644.5 million yuan [16] - Despite strong growth in box office distribution revenue, it was offset by declines in TV-related content distribution revenue, leading to an overall decrease in other revenue by 20% to 585 million yuan [16] Group 3: Customer Service Issues - iQIYI has faced over 55,000 complaints on the Black Cat Complaint platform, with many users reporting unauthorized charges and difficulties in obtaining refunds [12][14] - Complaints include instances of automatic deductions without user consent and issues with customer service accessibility, reflecting a perceived neglect of user concerns [12][14] Group 4: Crisis Management - Experts criticized iQIYI's crisis management approach, suggesting that the company's apology lacked sincerity and was overly formal, which may not effectively address public sentiment [17] - Recommendations included adopting a more empathetic approach in crisis communication, such as enhancing promotional content related to Liu Shishi to compensate for the error [17]

文 | 《BUG》栏目 张奥 日前，爱奇艺"尖叫之夜"颁奖典礼闹出"颁奖乌龙"：本该给刘诗诗的奖项被错颁给了演员白鹿，引发不 满。凌晨，爱奇艺以"工作疏忽"为由道歉，但对原本属于刘诗诗的"口播或投屏推荐"特权未给出新的解 决方案，"我们消费者真金白银投出的奖励就这样没了？""深夜道歉是想大事化小？" 对此，爱奇艺官方未予回应，客服则表示，"后续会反馈到相关团队。" 第三季度财报显示，爱奇艺总收入为66.8亿元，同比下降8%；净亏损近2.5亿元，此前连续三年盈利的 良好势头或就此打破。同时，爱奇艺的会员服务、在线广告服务、内容发行收入同比均出现下滑。 颁奖给错人，用户：退钱！ 日前，爱奇艺尖叫之夜颁奖典礼出现了"颁奖乌龙"，将本该发给刘诗诗的"桃豆世界2025年度喜爱（电 视剧）女性角色"奖项错颁给了演员白鹿。 11月21日，爱奇艺公开的公示"桃豆世界2025年度喜爱（电视剧）女性角色"榜单显示：前三名分别为李 沁的《一笑随歌》、杨幂的《生万物》以及刘诗诗的《淮水竹亭》。而在颁奖典礼现场，刘诗诗被替换 为白鹿的《临江仙》，并排在第二名，杨幂顺延至第三名。 凌晨，爱奇艺多个官方微博同时发声就"颁奖乌龙"致歉。爱奇 ...

本文将对比海底捞与西贝危机公关案例，剖析二者处理方式，总结经验教训及餐饮企业生存法则 。 近期，餐饮圈热闹非凡，西贝莜面村在短短两个月内连续遭遇三次公关危机，可谓"祸不单行"。先是在预制菜价格方面引发消费者争议，面对质疑，西贝 创始人的回应强硬且固执，不仅未能平息风波，反而激起消费者更大的不满。紧接着，西贝推出一则主打情感牌的儿童煽情视频，本想借此打动消费者， 却因情节过于戏剧化、演员演技浮夸，遭到众多网友吐槽，被指责是在"消费"消费者情感。最后，西贝引入"日本煮饭仙人"试图提升品牌格调，然而在当 下民族自信高涨的社会环境下，这一举措被指不合时宜，引发诸多负面舆论。更为戏剧性的是，西贝试图通过开放后厨来证明自身品质，却被媒体发 现"保质期24个月的冷冻西兰花"，使得原本的"自证"变成了"自曝"，让危机进一步升级。 与之形成鲜明对比的是海底捞在2017年的危机处理。当时，海底捞北京两家门店的后厨问题被媒体曝光，一时间舆论哗然，所有人都以为海底捞会如常见 套路般推诿责任、甩锅员工。然而，海底捞却在短短三小时内迅速做出回应，这份回应堪称危机公关的范本，成功实现了从危机到转机的戏剧性反转，不 仅未使品牌形象受损，反而 ...

Core Insights - Xibei is undergoing a transformation from poor public relations to a more receptive approach, implementing price cuts, salary increases, and fresh food preparation to attract customers back to its restaurants [3][4][5] Group 1: Customer Attraction Strategies - Xibei has launched significant promotional activities, including a "50 yuan for 50 yuan" voucher campaign, which has been extended to the end of November, and a "half-price dish" offer on delivery platforms [4][5] - The initial round of promotions successfully attracted customers, with a "Please Treat You to Dinner" campaign offering a no-threshold 100 yuan voucher, which was well-received [5][6] - The company has also reduced prices on over 40 dishes by 15% to 20%, lowering the average customer spending to around 75 yuan, addressing consumer concerns about high prices [6][9] Group 2: Employee Engagement and Cost Management - Xibei has increased salaries for frontline employees by an average of 500 yuan per month since September, along with additional bonuses and allowances to stabilize staff morale [8][9] - The dual strategy of lowering prices while increasing employee wages aims to enhance customer service quality, which is crucial for retaining customers [8][9] Group 3: Industry Challenges and Competitive Landscape - The restaurant industry is experiencing a significant shakeout, with many once-popular brands struggling to maintain profitability amid rising costs and declining average spending per customer [13][14] - Xibei's average customer spending remains above 83 yuan, significantly higher than competitors, indicating a potential misalignment with current consumer preferences for value [16][17] - The company faces ongoing pressure from competitors who are adopting transparent pricing strategies, which may further challenge Xibei's market position [18][19]

Core Viewpoint - After a two-month crisis regarding pre-made dishes, the restaurant chain Xibei is transitioning from poor public relations to a more receptive approach, implementing price cuts, salary increases, and freshly made dishes to attract customers back to their restaurants [1][4]. Group 1: Customer Attraction Strategies - Xibei has initiated significant discount campaigns, including a "50 yuan off 50 yuan" voucher promotion, which has been extended to the end of November, aiming to draw customers back to the dining experience [1][2]. - The restaurant chain launched a "Please Eat" campaign on September 24, offering customers a no-strings-attached 100 yuan voucher, which significantly improved foot traffic [2]. - Xibei has also reduced prices on over 40 dishes by 15% to 20%, addressing consumer concerns about high prices and enhancing the overall dining experience [3][6]. Group 2: Employee Engagement and Cost Management - The company announced an average salary increase of 500 yuan per month for frontline employees starting in September, along with additional bonuses and allowances to stabilize staff morale [5]. - This dual strategy of lowering prices while increasing employee wages aims to improve customer service quality, which is crucial for retaining customers [5][6]. Group 3: Financial Performance and Challenges - Xibei reported a revenue of 6.2 billion yuan in 2023, with food procurement costs at 30%, indicating a relatively strong cost control compared to the industry average of 45.2% [6]. - However, the reliance on large subsidies to attract customers poses a risk to profitability, as ongoing discounts may compress profit margins [6][7]. Group 4: Industry Context and Competitive Landscape - The restaurant industry is undergoing a significant shakeout, with many once-popular brands struggling to maintain profitability amid rising costs and changing consumer preferences [8][9]. - Xibei's recent challenges reflect broader industry trends, including a decline in average dining prices and increased competition, which may necessitate structural adjustments to maintain profitability [8][9]. Group 5: Future Outlook and Strategic Considerations - The recent public relations incident involving Xibei's marketing partner has reignited scrutiny, potentially complicating the company's recovery efforts [9][10]. - Moving forward, Xibei must establish transparent pricing and production practices to regain consumer trust and ensure long-term sustainability in a competitive market [10][11].

Core Viewpoint - The article discusses the ongoing public relations crisis involving Xi Bei and Hua Yu Hua, highlighting the conflict between the two parties and the implications for brand management in the restaurant industry [1][8]. Group 1: Incident Overview - Hua Shan, founder of Hua Yu Hua, praised Xi Bei as the "ceiling of the Chinese catering industry," emphasizing its commitment to sincerity and excellence [1]. - The comments were perceived as a direct challenge to Luo Yonghao, who responded with a series of questions demanding an apology from Hua Shan [1][2]. - As of the article's publication, Hua Shan had not issued a public apology, instead opting to lock comments and restrict discussions on social media [4][6]. Group 2: Public Relations Analysis - The article critiques Hua Yu Hua's public relations strategy, suggesting that their approach exacerbated the crisis rather than alleviating it [8]. - Hua Shan's statements elevated Xi Bei to an unrealistic status while simultaneously intensifying the conflict, ignoring consumer concerns and industry reflections related to the pre-made food controversy [8]. - The article notes that Hua Yu Hua's actions could lead to significant reputational damage, potentially affecting client retention and financial stability [8].