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一个奇葩客服,绊倒心相印
36氪· 2025-05-13 12:41
Core Viewpoint - The article discusses the challenges faced by Hengan International following the death of its founder, Xu Lianjie, and highlights the company's struggles with market competition, product controversies, and a need for strategic transformation towards high-end products [3][19][28]. Group 1: Company Challenges - Hengan International has been embroiled in controversies, including a recent incident where customer service offered "1000 yuan in ghost money" as compensation, leading to public backlash [6][7][12]. - The company has faced multiple product quality complaints, including issues with tissue paper and sanitary napkins, which have damaged its brand reputation [9][11][12]. - The company's revenue has been declining, with a reported 4.6% drop to 22.69 billion yuan and a profit decrease of 17.9% to 2.29 billion yuan in the last fiscal year [20][21]. Group 2: Market Position and Competition - Hengan International's market share has significantly decreased, with its tissue brand, "Heart to Heart," now holding only 11% of the market, lagging behind competitors like Vinda and Jieshou [20][22]. - The rise of new players in the market, such as DeYou and other niche brands, has intensified competition, particularly in specialized paper products [17][18]. - The overall market for paper products is experiencing a shift towards specialized items, with consumers increasingly favoring products tailored to specific needs [15][16]. Group 3: Strategic Transformation - Following the leadership transition to Xu Qingliu, the company aims to pivot towards high-end products and enhance its e-commerce presence [25][26]. - Hengan International has introduced new high-end product lines, including the "Fluffy Cube" tissue series, which utilizes advanced drying technology [26][27]. - The company is focusing on brand revitalization and finding new growth directions in the wake of its founder's passing [28].
恒安集团回应“心相印客服称赔冥币”:因账号异常报警获立案
Nan Fang Du Shi Bao· 2025-05-12 03:51
Group 1 - The incident involving "Heart to Heart" flagship store customer service has sparked significant public interest, with reports of a customer being insulted and offered "1000 yuan in ghost money" as compensation [1][2] - The company, Hengan Group, has confirmed that the police have initiated an investigation into the matter, and they have reached out to the affected consumer for compensation [1][2] - Initial findings indicate that there was no actual dispute between the parties involved, but the customer service account showed signs of abnormal login activity, prompting further investigation by the company's technical department [2] Group 2 - The company has stated that they take the incident seriously and are conducting an internal review, which may lead to penalties for the involved personnel [2] - The customer service representative's comments included a dismissive attitude towards complaints, suggesting that such responses were common practice within the company [1][2] - The company aims to resolve the situation and restore its brand image following the negative impact of the incident [1]
“补偿您1000元冥币可以吗?” 网友称遭心相印客服辱骂!母公司回应:账号登录异常
21世纪经济报道· 2025-05-09 15:11
Group 1 - The core issue involves a customer service incident at Hengan International's "Heart to Heart" e-commerce platform, where a customer was insulted by a service representative, leading to a public outcry and company investigation [1] - Hengan International reported that the customer service account in question showed unusual login activity, prompting further investigation into whether it was a personal misconduct or a technical issue [1] - The company emphasized its commitment to addressing the situation, stating that if the behavior was intentional, appropriate disciplinary actions would be taken against the employee, and compensation would be provided to the affected customer [1] Group 2 - Hengan Group's latest financial report for 2024 shows a revenue of 22.669 billion RMB, a year-on-year decrease of 4.6% [2] - Operating profit for the same period was 3.355 billion RMB, down 15.7% year-on-year, while net profit fell to 2.299 billion RMB, a decline of 17.9% [2] - The "Heart to Heart" brand, which is a significant contributor to the company's revenue, accounted for 59.2% of total income, with a year-on-year drop of 2.4% to 13.42 billion RMB [2] - The sanitary napkin segment represented 25% of total revenue, experiencing a decline of approximately 8.1% [2]
心相印客服,“补偿冥币”
盐财经· 2025-05-09 09:51
Core Viewpoint - The incident involving the "Heart to Heart" flagship store's customer service has raised significant public concern, leading to an investigation by the parent company, Hengan Group, regarding the abnormal login of the involved customer service account [1]. Group 1 - A customer reported being insulted by the customer service of the "Heart to Heart" flagship store, with the representative suggesting compensation in "ghost money" [1]. - Hengan Group confirmed that the customer service account had an abnormal login, with the login location differing from the work location, and is currently investigating the matter [1]. - The company stated that there was no actual dispute between the parties involved, and they plan to compensate the affected consumer while also taking disciplinary action against the responsible personnel [1].