It's almost 3 15 again, and the product propagandists of enterprises have reached the most tense moment of the year. Being exposed on 3 15 is not only disgraceful, but also has a negative impact on the enterprise. If it is not handled properly, its loss is incalculable.

What should I do if I am exposed at the 3 15 party? Try the following principles for handling public opinions:

Principle one

Express sincere apologies.

Whether it is the fault of the enterprise itself or not, if consumers are affected for various reasons, we need to have a sincere attitude first. A law of communication is: to change people's opinions, opinions are not as good as facts, facts are not as good as stories, and stories are not as infectious as acquaintances.

For communication, emotions are often more powerful than facts. People prefer to make perceptual judgments rather than rational judgments, and are easily influenced by feelings and prejudices; People like simple, superficial and dramatic information, and make judgments based on this information to determine their first impression. Things that are too professional and abstruse are easily overlooked. The enlightenment to the construction of communication power is that in crisis response, reasoning is often the second, and the first thing to express is sincere attitude, courage and gesture of admitting mistakes and sincerely apologizing. -Attitude is more important than facts-Network literacy of leading cadres and coping with public opinion crisis

Principle 2

Timely response

In the face of public opinion, we should not hide it. On the contrary, we should take the initiative to respond and respond at the first time. Of course, this response is based on self-reflection. It is necessary to check the true story at that time at the first time and respond to the public through the media or official announcements. You should know that as your customers, they want to know what is wrong with the brand they trust, and everyone will rationally judge whether to continue to support this brand.

Principle 3

Improvement plan

After finding out what happened, in order to avoid such risks, corresponding measures should be taken to ensure that similar incidents will not happen again in the future. And inform your customers of the improvement measures as soon as possible, so that they can remain loyal to you with peace of mind.

Principle 4

save the situation

If the incident involves victims, or the interests of consumers are damaged, there should be corresponding relief measures. If the aftermath is not done well, these customers will be lost forever, and their relatives and friends will be taken away from you. In the fan era, everyone has many circles, and the circle effect is a bit big. Of course, this exaggeration is actually to tell you that no one wants to spend money to make trouble in order to be kind to consumers. Therefore, the humanized aftermath is the key to win word of mouth. This principle is actually the unchanging way of doing business from ancient times to the present: honesty.

Finally, the best response to public opinion is to do a good job in all aspects of management to ensure that businesses are impeccable and reduce the loss of consumers' interests. Slowly manage the company's own goodwill assets and make them grow. At the same time, we need to pay attention to the collection and handling of public opinion on daily consumption problems and pay attention to product problems. The smaller the problem, the lower the processing cost. Sharp tools can do a good job. The daily work of collecting and sorting out public opinions is numerous and tedious. A professional public opinion processing tool can save a lot of things, such as the all-media public opinion monitoring system in Xun You, which can search the whole network such as TV, newspapers, Internet, Weibo, WeChat, etc., with accurate information. Moreover, you can apply for it for free now. If you just need it, you can click on the original application.