Recently, Wahaha, a well-known brand, can be said to be standing on the cusp of public opinion.
Since the departure of Zong Lao, this national brand seems to have become a frequent visitor to the hot search list, with sales soaring and word of mouth continuing to heat up, as if ushering in a "second spring".
But what followed was a series of doubts and turmoil about product quality.
First, someone broke the news that flies were found in Wahaha's eight-treasure porridge, and then someone claimed that cockroaches were found in the hot-selling product Nutrition Express. As soon as the news came to light, it immediately caused an uproar on social media.
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As a national brand, Wahaha's product quality has always been trusted by consumers, but now such problems have occurred one after another, which makes people question its quality.
In the face of these doubts, Wahaha's response can be said to be quite quick and honest. Instead of choosing to evade or conceal it, they gave an official explanation in a timely manner and promised to thoroughly investigate and deal with the product in question.
At the same time, in order to restore the trust of consumers, they also proposed a plan to compensate consumers tenfold. This attitude has undoubtedly alleviated consumer dissatisfaction to a certain extent.
However, just when this turmoil seemed to be about to subside, someone broke the news that a black foreign body had been found in the nutrition express. This news once again pushed Wahaha to the forefront.
What is even more interesting is that after learning about these quality problems, a consumer made an unprecedented request - he wanted to be able to meet Zong Fuli, the current head of Wahaha Group, and personally negotiate these quality problems with her.
This requirement undoubtedly poses a problem for Wahaha. As a large enterprise, Wahaha has a lot of affairs to deal with every day, and Zong Fuli, as the head of the company, is even more manageable.
Therefore, for this special request, Wahaha refused without hesitation. They said that the company will have a dedicated person to handle consumer complaints and questions, and Zong Fuli will not directly face consumers.
This response immediately sparked heated discussions among netizens. Some people think that Wahaha's approach is reasonable, after all, enterprises have corporate rules and regulations, and they cannot meet the special requirements of consumers at will;
But some people expressed dissatisfaction, believing that Wahaha was evading its responsibilities and ignoring consumers' demands.
In fact, in this turmoil, Wahaha's attitude is already quite positive and responsible. Not only did they respond to consumers' queries in a timely manner, but they also proposed compensation plans.
But the special requirements of consumers are really beyond the scope of what businesses are routinely dealing with. For consumers, they may feel that only by directly facing the top executive of the enterprise can they be truly valued and addressed, but for enterprises, such requirements will undoubtedly increase their operating costs and pressures.
No matter what the outcome is, this turmoil has reminded us that in the fierce market competition, enterprises should not only pay attention to the quality and reputation of products, but also pay attention to the needs and rights and interests of consumers, in order to truly win the trust and support of consumers.