Core Viewpoint - In the fast-paced information age, brands facing public relations crises can utilize soft marketing as a powerful tool to turn crises into opportunities through the "Golden Triangle Principle" of brand communication [1] Group 1: Emotional Resonance - Brands should replace official statements with "pain point stories" to establish emotional resonance with the public during crises [3] - Stories need to be specific and authentic, detailing time, place, characters, and real issues to convey sincerity and care [3] - The narrative should allow the public to relate personally, fostering sympathy and support for the brand [3] - Brands should view crises as opportunities for brand upgrades, showcasing their responsibility and progress through storytelling [3] Group 2: Authority Penetration - Brands must leverage authoritative figures to rebuild trust and credibility during crises [4] - Endorsements from authoritative media, industry experts, and KOLs can enhance public acceptance of the brand's message [5] - The content presented by authoritative sources should be professional and credible, avoiding excessive marketing to prevent further damage to the brand's reputation [5] Group 3: Value Reconstruction - The highest level of crisis management involves shifting public focus from existing problems to new values defined by the brand [7] - Brands should use soft marketing to redirect attention towards new values, such as technological innovations and product upgrades [7] - It is essential to present corrective measures and their outcomes to demonstrate the brand's commitment to improvement [7] - Brands should guide public perception towards new values, emphasizing their industry leadership and social contributions [7] Conclusion - The "Golden Triangle Principle" of emotional resonance, authority penetration, and value reconstruction is crucial for brands to effectively manage crises, reshape their image, and regain public trust [9]