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Thinking triggered by 2000 yuan moon cakes: when the traffic era encounters a crisis of trust
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The Mid-Autumn Festival was supposed to be a warm moment for family reunion and tasting moon cakes, but two news related to "moon cakes" pushed the two retail giants "Fat Donglai" and "Xiao Yang" to the forefront of public opinion, and also triggered the public's deep thinking about the integrity of merchants, consumer rights and interests, and the crisis of trust in the traffic era
1. 2,000 yuan "compensation": the trust game behind Fat Donglai's "moon cake turmoil".
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On September 14, a woman held the moon cakes bought by Fat Donglai Supermarket, claiming that she was unwell after eating, suspected that the moon cakes were moldy and spoiled, and asked for 2,000 yuan in compensation according to the "double compensation for commodity problems" clause promised by Fat Donglai
Supporters recognized Fat Donglai's consistent high-quality service and honest management, believing that Fat Donglai would not evade responsibility and would definitely handle the matter properly, while the questioners questioned the woman's motives, believing that she might "deliberately touch porcelain" and use Fat Donglai's compensation mechanism to obtain benefits
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Fat Donglai responded quickly after the incident fermented, saying that the mooncakes had been sent for testing and would be processed according to the test results, taking into account the customer's consumption experience, Fat Donglai offered to bear the woman's medical expenses and gave gifts to apologize
Although the test results showed that there was no quality problem with the moon cakes, Fat Donglai did not evade responsibility, but chose to deal with the matter in a more humane and warm way, which won the praise of some netizens, who believed that Fat Donglai showed the service concept of "customer first" and a responsible corporate image
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This incident also exposed some questions worth pondering:
Where is the boundary of the "advance pay" mechanism? Fat Donglai's commitment to "double compensation for commodity problems" certainly reflects its confidence in product quality and attention to consumer rights and interests, but it may also be used by some people with ulterior motives to become a tool for "touching porcelain".
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In the era of traffic, how do merchants deal with the "storm of public opinion"? In today's extremely fast information dissemination, any small event may be infinitely amplified, and then evolve into a "storm of public opinion" that swept the enterprise
Fat Donglai's "moon cake turmoil" finally ended in a relatively "harmonious" way, but the thinking it triggered is worth thinking about for all merchants and consumers
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2. The lie of "Made in Hong Kong": Brother Xiaoyang's live broadcast room "overturned" to reflect traffic anxiety
In stark contrast to the Fat Donglai incident, when the head anchor "Crazy Brother Yang" sold "Hong Kong Meicheng mooncakes" in the live broadcast room, it caused a greater controversy due to suspected false publicity
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Brother Xiao Yang claimed in the live broadcast that this moon cake comes from the Hong Kong brand "Meicheng", which is a very popular high-end moon cake in Hong Kong, and many netizens pointed out that there is no moon cake brand of "Meicheng" in Hong Kong, the brand is actually produced in the mainland, and Xiao Yang's publicity is suspected of false propaganda and misleading consumers
After the incident was exposed, Xiao Yang's team did not respond in a timely manner, nor did they remove the products involved from the shelves, which caused strong dissatisfaction among netizens, and some consumers who bought the mooncakes said that they hoped to refund and return them, but they were rejected by the merchants
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The "moon cake overturning" incident in Xiao Yang's live broadcast room exposed some of the chaos that prevailed in the traffic era:
In order to pursue traffic and sales, some anchors and merchants do not hesitate to exaggerate publicity, false publicity, and even sell fake and shoddy products, which seriously damages the rights and interests of consumers
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However, the relevant regulatory mechanism is not perfect, and some platforms are not strict in reviewing the qualifications of anchors and merchants, and there is a lack of effective supervision over false propaganda and counterfeit sales, which makes it difficult for consumers to protect their rights
The "moon cake overturning" incident in Xiao Yang's live broadcast room not only damaged his personal image and brand reputation, but also sounded the alarm for the entire live broadcast industry
The picture comes from the Internet
3. Rebuilding Trust: In the Era of Traffic, How Should We "Discern the Truth"
Fat Donglai's "moon cake turmoil" and "Xiao Yang's live broadcast room incident" seem to be two independent events, but in fact, they both reflect the growing crisis of trust between merchants and consumers in the era of traffic
In today's information explosion, we are surrounded by massive information every day, and it is difficult to distinguish between true and false, and businesses often exaggerate propaganda and create gimmicks in order to attract attention; Consumers are lost in the abundance of goods and information, making it difficult for them to make rational judgments
Rebuilding trust requires merchants, platforms and consumers to work together:
Merchants: Adhere to honest management, put product quality and consumer rights and interests in the first place, and put an end to false propaganda and shoddy behavior
Platforms: Strengthen the review of the qualifications of anchors and merchants, improve the regulatory mechanism, severely crack down on false propaganda, counterfeit sales and other behaviors, and effectively protect the rights and interests of consumers
Consumers: improve their ability to discriminate, do not blindly believe in the propaganda of merchants, learn to consume rationally, and actively protect their legitimate rights and interests
In the era of traffic, information spreads faster and wider, but it is also easier to be manipulated and used, and to rebuild trust, we need each of us to keep our eyes open, feel with our hearts, and protect with actions, only in this way can we jointly build a more honest, transparent and safe consumption environment
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