Core Viewpoint - The trust crisis surrounding Xibei continues to escalate, driven by a lawsuit from a long-time customer alleging false advertising and a series of public relations missteps that have led to widespread criticism and ridicule [4][5][9]. Group 1: Lawsuit and Customer Allegations - A long-time customer, lawyer Guo Chengxi, filed a lawsuit against Xibei for alleged false advertising, seeking a public apology and compensation of 36,000 yuan [4][7]. - Guo's complaint highlights issues with Xibei's use of pre-prepared dishes and misleading marketing claims regarding food freshness and ingredient sourcing [9][10]. - The lawsuit includes demands for Xibei to publicly apologize for a week, disclose detailed information about pre-prepared ingredients, and pay 10,000 yuan in emotional damages along with punitive damages calculated at three times the consumption amount [9][10]. Group 2: Public Relations Missteps - Xibei's attempts to manage the crisis through emotional public relations campaigns have backfired, leading to further ridicule online [21][22]. - The company's initial strong response to criticism from public figures like Luo Yonghao transitioned to a series of poorly received emotional appeals, which were perceived as insincere [21][22]. - A specific public relations article about a child's emotional reaction to Xibei's potential closure was widely mocked, further damaging the brand's image [22][23]. Group 3: Crisis Management Recommendations - Experts suggest that Xibei should establish a synchronized "legal + public relations" response mechanism to address both the lawsuit and public criticism effectively [13][24]. - Recommendations include focusing on genuine communication and product quality improvements to rebuild consumer trust, rather than relying on emotional narratives that may appear scripted [24][26]. - The crisis serves as a cautionary tale for other brands about the importance of authentic engagement with consumers and the potential pitfalls of emotional marketing strategies [26][27].