Hu Xijin Criticizes Xibei’s Apology as PR Disaster After Luo Yonghao Continues to Slam Them Despite Public Apology

CNBC AI News, September 15th – Restaurant chain XiBei’s public apology has drawn criticism online, with entrepreneur Luo Yonghao launching a series of sharp rebuttals. This situation highlights the growing challenges companies face in navigating the complex and often unforgiving landscape of online public relations.

Commentator Hu Xijin weighed in on the matter, stating that XiBei is fundamentally a good company, but its recent public relations performance has been disastrous. This sentiment underscores the critical role of effective communication in maintaining brand reputation, particularly in the age of social media.

Hu Xijin emphasized that XiBei’s initial attempt at damage control was significantly undermined by leaked screenshots of executive Jia Guolong’s remarks labeling Luo Yonghao as “online mafia.” He suggested, “The internet demands authenticity, and struggle with contradictory narratives like ‘You’re a terrible person, but I accept your feedback.'” This speaks to the importance of consistent and genuine messaging in building trust with consumers.

Hu Xijin believes that XiBei’s strengths lie in its central kitchens and storefront operations, as well as the quality of its direct customer service. He predicted that focusing on these areas would allow the company to gradually recover from the public relations setbacks experienced online. XiBei should focus on serving its customers, rather than trying to win over online critics. The company should avoid trying to force itself into becoming an unexpected and wonderful rainbow after a storm on the internet.

The core issue here is the gap between XiBei’s offline operations and its online presence. While a strong supply chain and customer-centric approach are essential for success in the food and beverage industry, they are not sufficient to safeguard a company’s reputation in today’s hyper-connected world. XiBei’s online strategy needs a serious overhaul, focusing on transparency, responsiveness, and genuine engagement with its audience. The key to long-term recovery lies in consistent action, not fleeting pronouncements.

In essence, brands must recognize that public perception is inextricably linked to their bottom line. Failing to manage online narratives effectively can have significant repercussions, impacting sales, customer loyalty, and overall brand value. XiBei’s current predicament serves as a cautionary tale for other businesses operating in the digital age.

Instead of focusing on immediate damage control, XiBei would benefit from letting its actions speak louder than words. Transparency and improved service should play a key role in any future actions taken.