编者按：消费者的信任与喜爱，是面向大众的消费企业最宝贵的市场资源。近年来，随着消费品牌与公司经营全流程环节的绑定程度不断加深，每一次消 费产品舆情的出现、演变和定调，既考验其品牌长期建设和应急策略的有效性，也反映了其整体企业文化与运作机制中的特征。 南方财经全媒体·21世纪经济报道消费新闻部长期关注消费类企业的舆情动态，在跟进新闻动态、传递有效信息和反映消费者诉求的基础上，希望以每一 次典型舆情案例的出现和应对为切口，观察企业在面对突发性公共事件和舆论环境变化时的处理过程，从而以更全面的视角看待企业在品牌、市场运营管 理中的得失，从而为行业做出预警和警示。 为此，南财·21消费新闻部综合企业在舆情预警与回应中涉及的公开操作维度，形成量化评分机制——具体而言，包含舆情管理及响应、舆情回应、事件 处理、品牌影响四个一级指标和预防机制、回应直接度、信息透明度、处理长效性等14个二级指标，按照百分制根据重要性对不同指标赋值并打分，并以 《消费舆警指数》对企业的应对速度、态度与有效度进行分析评价，为企业品牌管理与消费者的品牌认知提供参考。 21世纪经济报道 记者朱艺艺 舆情事件：网红酸奶Blueglass成被执行人，涉 ...

编者按：消费者的信任与喜爱，是面向大众的消费企业最宝贵的市场资源。近年来，随着消费品牌与公 司经营全流程环节的绑定程度不断加深，每一次消费产品舆情的出现、演变和定调，既考验其品牌长期 建设和应急策略的有效性，也反映了其整体企业文化与运作机制中的特征。 南方财经全媒体·21世纪经济报道消费新闻部长期关注消费类企业的舆情动态，在跟进新闻动态、传递 有效信息和反映消费者诉求的基础上，希望以每一次典型舆情案例的出现和应对为切口，观察企业在面 对突发性公共事件和舆论环境变化时的处理过程，从而以更全面的视角看待企业在品牌、市场运营管理 中的得失，从而为行业做出预警和警示。 为此，南财·21消费新闻部综合企业在舆情预警与回应中涉及的公开操作维度，形成量化评分机制—— 具体而言，包含舆情管理及响应、舆情回应、事件处理、品牌影响四个一级指标和预防机制、回应直接 度、信息透明度、处理长效性等14个二级指标，按照百分制根据重要性对不同指标赋值并打分，并以 《消费舆警指数》对企业的应对速度、态度与有效度进行分析评价，为企业品牌管理与消费者的品牌认 知提供参考。 21世纪经济报道 记者朱艺艺 舆情事件：网红酸奶Blueglass成被执 ...

Group 1: Consumer Trust and Brand Management - The trust and affection of consumers are invaluable market resources for consumer-facing companies, reflecting their brand building and emergency strategies [1] - The increasing integration of consumer brands with operational processes highlights the importance of effective management in response to public events and shifts in public opinion [1] - A quantitative scoring mechanism has been developed to evaluate companies' responses to public sentiment, focusing on management, response, event handling, and brand impact [1] Group 2: Incident Analysis - La Roche-Posay - La Roche-Posay's thermal water spray was criticized on social media for being perceived as overpriced, with claims that its only ingredient is water [2][3] - The company responded by clarifying that the water is not ordinary but sourced from a natural thermal spring in France, processed to retain minerals, and that the pricing reflects production costs [3] - The controversy reflects a broader trend of consumers valuing ingredient transparency and rationality in the cosmetics market, with La Roche-Posay's pricing being significantly higher than competitors [3][4] Group 3: Incident Analysis - Sam's Club - A product sold at Sam's Club faced scrutiny for inconsistent packaging labels, leading to a formal investigation by local market regulators [6][7] - Walmart, the parent company, emphasized its commitment to compliance and stated that the product's labeling had passed local regulatory checks [7] - The incident highlights a failure in management practices and a disregard for consumer rights, potentially damaging the brand's image and trust [8]

Core Insights - Consumer trust and preference are vital market resources for consumer-facing companies, and the integration of brand and operational processes has intensified in recent years, making the management of public sentiment crucial for brand reputation [1] Group 1: Incident Analysis - The "Peanut on Tree" incident involving the brand Liangpinpuzi highlighted a significant error in advertising, where peanuts were incorrectly depicted as growing on trees, leading to public backlash [2] - Liangpinpuzi issued a formal apology on August 28, acknowledging the mistake was due to the use of AI-generated images and committed to updating the product pages and verifying all promotional materials for accuracy [2] - The incident underscores the risks associated with AI technology in commercial applications, emphasizing the need for strict review processes to avoid damaging brand image and misleading consumers [5] Group 2: Product Quality Concerns - The launch of the mini Labubu blind box by Pop Mart faced criticism for poor workmanship and small size, with consumers expressing dissatisfaction regarding the product's quality relative to its price [6] - Pop Mart's rapid expansion has led to quality control issues, with previous complaints about product defects such as misalignment and paint issues, indicating a need for better balance between growth and quality management [6][7] - As the trend in the toy industry shifts from "hunger marketing" to "quality-driven" strategies, brands must enhance supply chain upgrades and transparency in quality inspection processes to maintain consumer trust and brand value [7]

Group 1: Swatch Controversy - Swatch faced backlash for an advertisement featuring a model making a "slant-eyed" gesture, perceived as a racist symbol against East Asians [2][4] - The company quickly removed the image from its Chinese website but did not issue an immediate official statement [4] - Swatch issued an apology the following day, acknowledging the issue and stating that all related materials were deleted globally [4][5] - The incident highlights potential oversight in content review and a lack of respect for the Chinese market, which is crucial for Swatch's sales [5] Group 2: Impact on Sales - In 2023, Swatch's sales in the Chinese market grew by 10.9% to 2.63 billion Swiss francs, accounting for 33.3% of the group's total sales [5] - Despite a projected 30% decline in 2024 sales, the Chinese market is still expected to represent 27% of total sales [5] Group 3: YingShi Innovation Controversy - YingShi Innovation's founder sparked controversy by throwing cash at employees during a celebration, leading to mixed public reactions [6][10] - The company issued a statement clarifying that the cash was from the founder's personal salary and emphasized the importance of maintaining a positive public image [10][11] - The incident reflects a clash between corporate incentive culture and public perception, highlighting the need for companies to align their incentive mechanisms with broader societal values [11]

Core Viewpoint - Consumer trust and preference are crucial market resources for consumer-facing companies, and the handling of public sentiment events reflects their brand management and operational effectiveness [1] Group 1: Incident Overview - On May 10, a consumer reported finding a blood-stained adhesive bandage in a "high粽" series product from 来伊份, prompting a public response [2] - The product in question was produced by 浙江五芳斋实业股份有限公司, with the production location in 嘉兴市, 浙江省 [2] Group 2: Company Response - The company initiated a full-chain investigation immediately after the incident and communicated with affected consumers, ensuring their health and rights were protected [5] - 来伊份 has removed the affected batch of products from shelves and offered consumers the option for refunds or exchanges, along with additional compensation [5] - The company emphasized its commitment to food safety management across all production and supply chain processes to prevent future incidents [5] Group 3: Sentiment Analysis - The舆警分值 for 来伊份 was 59 out of 100, indicating a relatively high but still below-passing score in managing the incident [3] - The company's proactive and timely response was a key factor in achieving a higher score, although the overall information provided was deemed insufficient [6] - Consumers expressed concerns regarding potential violations by the subcontractor and regulatory gaps within 来伊份, highlighting the complexity of the supply chain [7]