Group 1: Consumer Trust and Brand Management - Consumer trust and preference are crucial market resources for consumer-facing companies, reflecting their brand management and operational effectiveness [1] - The increasing integration of consumer brands with operational processes highlights the importance of effective crisis management and brand resilience in the face of public opinion shifts [1] - The establishment of a quantitative scoring mechanism, the "Consumer Public Opinion Index," aims to evaluate companies' responses to public crises, focusing on management, response, and brand impact [1] Group 2: Case Study - Wallace Fried Chicken Incident - The Wallace Fried Chicken incident involved a consumer discovering a live worm in a fried chicken leg, leading to widespread public concern over food safety [2][3] - The company's initial compensation offer of 100 yuan was deemed insufficient, and their response failed to alleviate consumer dissatisfaction, exacerbating food safety worries [3] - Wallace has a history of food safety issues, indicating systemic risks in its food safety management practices [3] Group 3: Case Study - Grandpa Does Not Brew Tea Controversy - The tea brand "Grandpa Does Not Brew Tea" faced backlash for inviting a controversial influencer to an event, resulting in public outrage and trending on social media [4][5] - The brand has not issued a formal response, and initial explanations from staff were met with skepticism, highlighting a lack of due diligence in partner selection [5] - Previous quality control issues, such as reduced drink sizes and rusting cups, have already damaged the brand's reputation, further complicating its public image [5][7]

Group 1 - The core concept of brand public opinion management is "taking the initiative," which emphasizes the importance of brands maintaining control during public opinion crises [2] - AI technology can introduce new variables in brand public opinion management by enabling 24/7 real-time monitoring of social media and public channels, capturing relevant keywords, topics, and emotional trends [2] - AI can automatically generate response templates for different types of public opinion crises, significantly improving the efficiency and accuracy of responses after human review [3] Group 2 - AI technology can provide pre-warning for public opinion risks and can answer user inquiries in real-time during live broadcasts and comment sections, helping to mitigate emotional discourse and prevent further escalation of public opinion crises [3] - By comparing data before and after interventions, AI can generate ROI reports that visually present the effectiveness of public opinion management efforts [3] - The application of AI technology allows brands to conduct public opinion management more quickly and efficiently, enhancing their ability to maintain control [3]