Since Steve Jobs invented the smart phone, this invention bears away people’s most free time, it is said that 80 percent of Chinese free time is spent on the various kinds of social media, here are some tables to show how popular these social media are, as we can see from the picture, 93.3percent of the netizens usually use social media, such as wechat and qq, the number of netizens is up to 751 million until 2017, it is a very huge market, so every firm is eager to catch these possible customers, they set up many public platforms in many social media, look at these pictures, this one is the platform of nike company in wechat, platform aims to send messages to the audience, such as the promotion of the new product or appeal their own business culture, this is the official account of samsung electronics, this one is a good example to appeal their sales promotion, give a SD card as a present,I think this way build a strong relationship between customers and firms, some people said that marketing is convenient than before because of these social media, indeed, however, on the other hand, if some companies break out some crisises, such as the product quality orproductive accident, these will spread in social media like the speed of light, as a saying goes,bad news has wings, in the past ,we can only rely on the journalist or print media to expose these, but now everyone has
their owned media, and has the chance to break out , my partner yao has put the example of baiduweizexi event, how to cope with crisis occurred and spread in social media, I conclude the former examples and get the following rules, the first one is initiative, second is rapidity, third is sincerity, the last one is truth,
First, after any crisis, the company should not avoid and passively cover the truth, the company should actively face the crisis and effectively control the situationinstead of negatively face it until the news media expose it,
Second, The response to the crisis must be quick, whether responsesare for victims, consumers, the public or the news media, in order to reach their purposes , many unkind people on the internet distort truth, if these rumours spread in the media, the results will be unthinkable, it will ruin the brand equity.
Third, enterprises must be sincere to protect the interests of consumers, companies must come up with a reasonable compensation bill to make up the losses of consumers.
The last one, Businesses must tell the public the full truth about the facts,consumers need the truth instead of gorgeous lies.
Next,I will share my experiences, I bought the Samsung galaxy s7 edge ,last year, but only one month later, its battery has broken, I was very scared because the Samsung note7 event happened last a short time before, I called the service hotline to ask for help, but the customer service staff check out my serial number and tell me my phone isn’t under guarantee and hang up the phone, i was very angry, although my phone is not guaranteed, they still have the duty to tell me some suggestions , but their service staff choose a rude way, hang up my phone, after a while, I called them again, but the line was busy, i suspect both their products and after-sale services, I never and ever buy their products again.。