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The secret leak of Xiaomi automobile caused a heated discussion, and a fine of 3 million will become a reality? Recently, Xiaomi Automobile suffered a secret leak and continued to ferment. The media and individuals involved successively issued statements and disclosed the details of the leak. Although some people regard this as a marketing tool, we should pay more attention to how to treat confidentiality agreements and think about the criteria for disclosing information. Relevant persons of Xiaomi Automobile have confirmed the leaked media, and will be held accountable according to the confidentiality agreement, with a fine of up to RMB 3 million. However, no party made a statement in this incident. Until last night, Xiaomi issued a statement identifying relevant media and internal employees. This incident highlights the importance of confidentiality, and Xiaomi’s "leakage history" can not be ignored, involving information leakage in many aspects such as price, configuration, battery and store decoration.

So, how did the secret leak of Xiaomi Automobile happen? The media involved leaked the shooting content of Xiaomi Automobile without permission, which led to the leak. Relevant persons of Xiaomi Automobile said that they have locked in the leaked media and will pursue the responsibility according to the Confidentiality Commitment Letter of RMB 3 million signed by the confidentiality agreement. This move once again highlights the importance of confidentiality agreements and the seriousness of leaking secrets. Leaking has a great impact on the business interests and reputation of enterprises, so it is particularly urgent to protect business secrets. In the public statement, Xiaomi Automobile pointed out the involved media and internal employees, and emphasized its serious attitude towards confidentiality responsibility.

The employees of the media involved still disclose the contents of the confidential shooting after signing the Confidentiality Commitment, and this behavior will be subject to corresponding accountability and punishment, including public apology and fines. This move sends a clear signal to the outside world: once you violate the confidentiality agreement, you will face severe legal sanctions. Xiaomi Automobile also demonstrated its determination to strictly enforce the confidentiality agreement through this move. The "leak history" of Xiaomi Automobile can not be ignored. As early as the beginning of this year, the media broke the news about the price, configuration, battery and other aspects of Xiaomi’s first new car, which seriously damaged the business interests of the company. The leakage of this information not only disturbs the market order, but also affects the normal operation of enterprises.

Protecting trade secrets is not only an internal management problem of enterprises, but also the need to maintain market order and fair competition. The importance of confidentiality agreement is self-evident, and how to better implement confidentiality work is also a problem that enterprises need to seriously consider. Strengthening the training and publicity of employees’ confidentiality awareness, establishing a sound confidentiality management system, and implementing strict supervision and accountability for violations of confidentiality agreements are all measures that enterprises can take. At the same time, strengthening communication with the media and improving the media’s attention and understanding of confidentiality are also important links for enterprises to protect trade secrets. The leak reminds us once again that the importance of protecting trade secrets cannot be ignored. Enterprises and the media should face up to confidentiality agreements, strengthen the attention and management of confidentiality work, and jointly safeguard market order and a fair competition environment.

Then, in your opinion, what other experiences and practices can enterprises learn from in protecting trade secrets? Welcome to leave a message to share your opinion. Xiaomi Automobile Storm: Frequent leaks have caused concern that Xiaomi Group is preparing to enter the automobile industry, which has caused heated discussions in the industry. However, with the continuous exposure of relevant information, the design and cooperation details of Xiaomi Automobile have frequently become the focus of public attention. The occurrence of a series of leaks has caused concern and speculation about Xiaomi Automobile inside and outside the industry. On February 2nd, a spokesman of Xiaomi Company reported the handling result of a leak incident, claiming that the early design draft of the front and rear bumpers of Xiaomi Automobile Co., Ltd. in Beijing was leaked due to poor management.

Xiaomi Group said that it had dealt with the involved partners seriously according to the confidentiality agreement, including imposing economic compensation of 1 million yuan, demanding to strengthen information security management and deal with the leaked perpetrators seriously, and instructing to formulate detailed rectification plans and comprehensively upgrade confidentiality measures. At the same time, Xiaomi Group has shown a "zero tolerance" attitude towards the leak, and hopes that all supplier partners will conscientiously implement the confidentiality agreement. The result of this incident triggered public concern and discussion on Xiaomi’s security measures. In July of this year, a blogger posted a photo of suspected battery information of Xiaomi car on social media, which triggered a heated discussion among the public about information about Xiaomi car. On November 3, another blogger broke the news that he met the "skeleton" of Xiaomi car on the road and described some details of the vehicle.

However, this information was also taken off the shelves for allegedly leaking business secrets, which triggered doubts about Xiaomi’s information confidentiality. In addition to leaks, information about Xiaomi Auto is frequently exposed on social media. Some car bloggers released the design picture of Xiaomi MS11, the first model of Xiaomi Automobile, and the details of cooperation between Xiaomi and BAIC, which triggered a hot discussion on the Internet. In response to these exposure incidents, Wang Hua, general manager of the public relations department of Xiaomi Group, responded that the leaked documents are indeed confidential design documents of secondary suppliers, and they are the design drafts of the very early bidding process, not the final documents. The exposure of this series of information has aroused the public’s expectation and curiosity about Xiaomi Automobile, and also questioned the confidentiality of Xiaomi Automobile.

In addition, Xiaomi’s mobile phone has also suffered many leaks, and some leakers have been claimed for millions. The exposure of the decoration plan of Xiaomi Home Direct Store shows that the area where Xiaomi car is displayed has also aroused public concern about Xiaomi car. The constant occurrence of these leaks has undoubtedly intensified the public’s speculation and concern about Xiaomi Automobile. To sum up, Xiaomi Auto has attracted much attention, but it has also frequently become the focus of leaks. Xiaomi Group’s serious handling of leaks reflects its emphasis on information confidentiality. However, frequent leaks undoubtedly cast a shadow over the development of Xiaomi Automobile. In the face of constantly exposed information and leaks, how will Xiaomi Automobile ensure the confidentiality of information in the future? At the same time, how will the public’s speculation and expectation of Xiaomi Automobile affect the development direction of Xiaomi Automobile?

It is hoped that Xiaomi Automobile can adopt stricter information confidentiality measures to ensure that the future development can continue to move forward in the public’s expectation and attention. What do you think and suggest about this? Let me know! Xiaomi’s mobile phone leaks frequently, and the interest game and moral boundary behind it. Today, the competition in the technology industry is becoming more and more fierce, which is followed by many incidents about product leaks. Recently, the leak related to Xiaomi’s mobile phone has aroused widespread concern. From Xiaomi 10 Extreme Commemorative Edition to Xiaomi MIX4, a series of information is exposed in advance, which makes us wonder what kind of interest game and moral boundary are hidden behind these leaks? In the digital age, the release of mobile phone products has attracted much attention.

A teardown video, a subway photo and a PDF document, seemingly harmless leaks may affect the company’s business plan, marketing strategy and even the stock price. After many product leaks, Xiaomi Company not only sued the relevant bloggers and claimed millions of dollars, but also obtained corresponding compensation through the Arbitration Commission. After the leak was exposed, bloggers also issued apology statements and assumed corresponding responsibilities. This series of events has caused people to think deeply about the leaking behavior: what caused these events? Who will be the beneficiary of the leak? First, let’s look at the time nodes of these leaks. From Xiaomi 10 Extreme Commemorative Edition to Xiaomi MIX4, as well as the upcoming Xiaomi car, leaks always happen one after another on the eve of product release.

Does this mean that the leak is a pre-heating marketing tool? Or is it malicious speculation by competitors? Does the frequent occurrence of these incidents mean that there is a more complicated interest game in the industry? We can’t help but ask, what kind of impact will the interest dispute behind it have on consumers? Secondly, we need to re-examine the moral boundary behind the leak. The competition in science and technology industry is fierce, and information confidentiality between enterprises is particularly important. Leaking may not only reveal the product design and hardware configuration, but also damage the company’s business reputation and interests. In the information age, the definition of moral boundary becomes particularly important. What factors have driven these bloggers to abandon the moral bottom line? Who will be their supporters?

In this wave of leaks, the bloggers related to Xiaomi Company and its product leaks have become the focus. On the one hand, Xiaomi Company has safeguarded its own interests and trade secrets through legal channels; On the other hand, bloggers also bear corresponding responsibilities through apology and compensation. However, leaks are frequent, and it seems that only legal and moral sanctions can’t completely solve the problem. We need to think more about what drove these events. Who is silently supporting all this? To sum up, the competition in the technology industry is fierce, and the frequent product leaks have undoubtedly brought many influences to enterprises and consumers. We need to think more about what caused these events. Who will be the beneficiary of the leak?

We expect that the technology industry can find a more reasonable way of competition while fierce competition, so that consumers can understand products more clearly, and we also expect more relevant people to stand up and jointly safeguard the fairness and justice of the industry. What is your opinion on this issue? Welcome to leave a message to share with us. The preheating method of Xiaomi Automobile has caused controversy. Recently, the preheating method of Xiaomi Automobile has once again triggered a heated discussion among netizens. Some netizens think that the preheating method of Xiaomi car belongs to the old routine and seems to be self-directed. They pointed out that this situation is not uncommon in the field of electronics and technology products, and many games and other mobile phone brands have also had leaks. What are the reasons for these leaks? Why is it common for Xiaomi’s products to leak?

Is there any leak related to marketing preheating? Let’s explore these issues together. Leaks occur frequently, probably because manufacturers invite some media to take photos in advance before releasing their products, and then release these photos after the press conference. However, some media may be too competitive, unable to resist showing off and want to get a head start, which leads to the leakage of product information. This has also led us to take the confidentiality agreement seriously and think about the distinction between disclosure and confidential content. After all, some pre-emptive information, whether deliberately released by enterprises or leaked by others, needs to be treated with caution. After all, safety always comes first, and we should also protect our own money bags. At present, the attention of Xiaomi Automobile is not low, and the competition between the media is also fierce.

Therefore, we might as well believe that this is not a marketing warm-up, but a leak caused by competitive pressure. I hope Xiaomi Automobile can get better sales after its official release. To sum up, the leak may have occurred because of the excessive competitive pressure, and the media failed to resist showing off or wanted to get a head start. We need to be more careful about the confidentiality agreement and the distinction between disclosure and confidential content. Finally, we have to think about how to find a balance in the highly competitive market, not only to meet the needs of consumers, but also to protect the confidential information of enterprises. What do you think of this?

Original title: "Destroy" Hua Xizi, only need a Li Jiaqi?

Weibo hot search list these two days, almost all occupied by Li Jiaqi.

From the live broadcast of netizens-crying and apologizing-continuing to lose powder, Li Jiaqi’s road popularity has gradually collapsed.

Moreover, Li Jiaqi’s mistake has pushed Hua Xizi to the forefront.

01

I believe many people have seen the video of Li Jiaqi live broadcast of netizens.

Brand Jun will give you a summary again. The reason is that when Li Jiaqi sold Huaxizi eyebrow pencil in the live broadcast room, some consumers questioned that Huaxizi was getting more and more expensive.

Originally, it was nothing. It is common for consumers to spit out that products are expensive or cheap. As a result, Li Jiaqi suddenly exploded and started a series of outputs, which directly silenced all the workers in the live broadcast room:

"Where is expensive? It has been this price for so many years, don’t talk nonsense with your eyes open. "

"Domestic brands are very difficult. Where is 79 yuan expensive?"

"Sometimes I find my own reasons. Well, after so many years, my salary has not risen, and I have worked hard."

Looking at these words alone has made people speechless, and it is really unique to match his impatient, preaching and got expression at that time.

Soon, Li Jiaqi suffered a lot of netizens’ strong spit: Why not eat minced meat here?

At the same time, Hua Xizi, who Li Jiaqi claimed "never raised prices", was also sent to the hot search list.

There is a high degree of discussion about whether 79 yuan’s eyebrow pencil of Hua Xizi is expensive, whether the price of Hua Xizi has increased or not, and whether the product value of Hua Xizi is worth the price. Some netizens have calculated that each gram of Hua Xizi’s eyebrow pencil is as high as 980 yuan, and they can buy two grams of gold.

Hua Xizi has also become the exclusive "monetary unit" for migrant workers, 1 Hua Xizi =79 yuan:

"I ate 1.1 flowers for dinner today and will continue to cook by myself tomorrow."

"I drank 0.2 flowers of milk tea today."

"If you add a class on Sunday, you can only earn 1.5 flowers."

……

I didn’t expect that after the entertainment star measurement unit "208W", there is also a measurement unit for exclusive workers!

So, is Hua Xizi, who was searched by Li Jiaqi, wronged?

02

When Li Jiaqi "shouted" for Hua Xizi in the live broadcast room, he said this sentence:

I have been following Hua Xizi for many years, and I know how it got up. I almost took Hua Xizi’s surname as Li.

Indeed, from no one cares about it to well-known domestic products, Hua Xizi can be said to be famous by Li Jiaqi.

Hua Xizi is a make-up brand that was born in 2017, and Hua Xizi in the initial stage is still in a state of no interest.

In 2018, the popularity of Li Jiaqi soared, and the core product "Air Honey Powder" of Hua Xizi also appeared in the live broadcast room of Li Jiaqi for the first time.

Since then, from honey powder to lipstick to other categories, Hua Xizi has appeared in the live broadcast room in Li Jiaqi more and more times, and her fame is getting higher and higher under the banner of "cheap domestic products".

In September 2019, Li Jiaqi became the chief recommender of Hua Xizi, and the cooperation between them became closer and closer.

According to the data, in 2020, there will be 77 Huaxizi in the live broadcast room in Li Jiaqi, and during June-December of the same year, Huaxizi is the brand with the largest sales volume of live broadcast.

From August to September this year, Hua Xizi still appeared frequently in the live broadcast room in Li Jiaqi with a frequency of five times a month.

Not only that, Li Jiaqi himself also directly participated in the design and development of Hua Xizi, and had a huge right to speak or even a veto over Hua Xizi’s products.

Even Fei Man, the co-founder of Hua Xizi, personally admitted that the sales growth of Hua Xizi could not be separated from the cooperation with Li Jiaqi.

Therefore, it is no exaggeration for Li Jiaqi to say that "Hua Xizi is almost surnamed Li".

The interest chain between Li Jiaqi and Hua Xizi is tightly bound, and the rebate to Li Jiaqi from Wang Chuan Hua Xizi is as high as 60%-80%, even more than 100%.

Although Hua Xizi’s official quickly denied the rumor, it is not difficult to see from the deep binding between the two over the years that Hua Xizi’s profit share to Li Jiaqi is more substantial than that of ordinary brands.

03

Hua Xizi is very dependent on Li Jiaqi, and to a great extent, both of them have formed a trend of "one glory and one loss".

Li Jiaqi glory, HuaXiZi followed with a lot of light, and Li Jiaqi’s words, also can almost kill HuaXiZi half-life.

Even the brand was aware of this problem and tried to break away from Li Jiaqi’s influence, but failed. Hua Xizi’s new product was launched and never left the live broadcast room in Li Jiaqi.

In this storm, Hua Xizi was a little wronged, but not much.

What’s more, Huaxizi itself did not impress consumers with its strength in products, but put more energy into marketing.

Everyone spits out not only the eyebrow pencil, but also all kinds of makeup products of Hua Xizi.

"Lipstick is hard to use", "The same amount of loose powder is more expensive than Chanel" and "the product is overpriced" … Hua Xizi’s products have been complained by consumers, and it was not built in a day. 79 yuan’s eyebrow pencil is just the fuse.

In the final analysis, whether relying on the anchor KOL or relying on marketing to open up popularity, we will eventually return to the product itself and make a truly conscience product from the consumer’s point of view.

With the support of consumers and the confidence brought by excellent products, the brand can stand on its feet for a long time. At least, it won’t roll over because of a few words from others.

Editor in charge:

　　Xinhua News Agency, Beijing, November 21st Title: 10 million yuan in a hundred days — — Investigation on the black chain of "online celebrity" and "Huangbo" for profit

　　Xinhua News Agency reporter Shi Jingnan

　　The network female anchor "Northeast Narcissus Ersao" was arrested recently.

　　The female anchor was once "a smash hit" because of her obscene performance on the platform of "Wolf Friends Live". In just three months, the "Wolf Friends Live" platform has attracted 177,000 registered members from all over the country and more than 1,000 female anchors involved in pornography, involving more than 10 million yuan; There are more than one million people browsing the live broadcast platform related to pornography, covering the whole country.

　　This extraordinary case of spreading obscene pornographic online live broadcast platform for profit was solved, which also revealed the truth about the profit of pornographic live broadcast — — Behind the "Yellow Broadcasting", there is a well-designed black chain of scale, organization and industrialization.

　　"Yellow Broadcasting" network covers the whole country and attracts users by obscene performances.

　　With the emergence of the live broadcast industry, many ordinary people have become "online celebrity" and tasted the taste of being a star, and quickly made a fortune through the popularity gathered on the Internet. However, this kind of live broadcast platform with low threshold and wide audience is full of mud and sand, and chaos is frequent.

　　In June this year, the masses reported "Wolf Friends Live Broadcasting" and "Spicy Eyes", and the National Office for Combating Pornography immediately followed up and listed the case as a supervised case.

　　Law enforcement officers examined and analyzed the contents of the forensic video, and found that the platform has more network anchors, which live broadcast obscene pornographic performances in real time, attracting a large number of users to pay for watching and rewarding. Its live APP covers mainstream Android and Apple mobile operating systems, and users can watch and share it anytime and anywhere across terminals.

　　After investigation, the average number of viewers in the live broadcast room of the platform is more than 3,000, and the number of registered users is huge, and the anchor is online 24 hours a day. The platform has produced and disseminated more than 200,000 obscene performance video files. According to the relevant laws and regulations of the state, the amount of obscene articles disseminated by it is "especially serious".

　　With the in-depth investigation of the case, the iceberg that sank under the sea of the network gradually emerged. Case handlers went to Guangdong, Sichuan, Shandong, Hunan, Heilongjiang, Zhejiang and other places to collect and retrieve data and information about criminal suspects from telecommunications, mobile, China Unicom, banks and related property management companies according to law, and a network live broadcast platform for spreading obscene pornography across many provinces surfaced — —

　　Its server is in Ningbo, Zhejiang Province, and maintained in Hangzhou, Zhejiang Province. The storage and live broadcast are provided by a technology company in Shanghai and operated by a technology company in Yueyang, Hunan Province. The "family leader" who provides female anchors related to pornography is in Nanchong, Sichuan Province. The network of the live broadcast platform related to pornography covers the whole country, and there are registered members and people browsing the live broadcast platform related to pornography everywhere.

　　Interest-driven, it is forbidden to change the "vest" frequently to escape the blow.

　　Webcast, a new form of communication, is developing rapidly, but at the same time, various problems are constantly appearing. Behind the proliferation of illegal and illegal content is interest.

　　Li Zehong, deputy director of the case supervision department of the National Office for Combating Pornography, said that the main profit model of the webcast platform is based on rewards of virtual gifts. Fans spend money to buy virtual gifts for anchors, and the anchors are divided into live broadcast platforms accordingly. "Because of the existence of relevant interests, the anchor will have the driving force to do something illegal. The website will let this behavior go because of the need of traffic or related interests. "

　　Under the impulse of profit-seeking, some platform operators and network anchors ignored the rules and the bottom line and repeatedly involved in pornography. There are also some anchors involved in pornography who are linked with criminal organizations and black gangs to form a community of interest grabbing and distribution, in order to earn a lot of money in a short time and dream of "becoming bigger and stronger" together.

　　According to the investigators, although the state strictly prohibits "yellow broadcasting", the criminals hide in Tibet and continue to take risks. They adopt the method of constantly changing platforms to escape supervision and attack, seeking only short-term profits and quick realization. In just 30 days, the platform of "Wolf Friends Live Broadcasting" has been upgraded three times, and the domain name and software download address have been changed more than 10 times. The name has changed from the original "Wolf Friends" to "Dream" and then to "Adversity". In addition, people engaged in obscene live performances are registered with false information, and most bank accounts are also registered under other people’s account names.

　　According to reports, many of the audience of "Yellow Broadcast" are minors. In this regard, Tong Lihua, director of the Beijing Youth Legal Aid and Research Center, said that the live broadcast involving pornography is a cancer in the Internet space, and a large number of audio-visual information containing obscene and pornographic content is spread on the Internet, which seriously damages social morality, poisons the physical and mental health of young people, and easily induces juvenile delinquency.

　　Establishment of anchor "blacklist" system with multi-pronged network anti-vice

　　The flood of pornography has cast a shadow over the live webcast. Since the beginning of this year, dozens of yellow-related live broadcast platforms such as Night Charming Community, Smile Live, LOLO, Steamed Bread, Tiger and Honey Live have been investigated.

　　Xue Songyan, full-time deputy director of the National Office for Combating Pornography, said that the Internet has become the main channel for the dissemination of harmful information such as obscenity and pornography. Although most of the live broadcast platforms involved in these cases have not been in operation for a long time, the amount involved is large and the social harm is great.

　　"The nature of webcasting determines the difficulty of supervision." Hu Gang, Deputy Secretary-General of internet society of china Law Committee, believes that the diversity, anonymity, instantaneity, variability and concealment of live broadcast platform services are important supports for the live broadcast platform to deal with pornography. The management of webcasting involving the Yellow River needs to adhere to the "multi-pronged approach" such as special rectification, comprehensive management, source management and collaborative management.

　　Tong Lihua said that in terms of network supervision, government departments, Internet companies and specialized social organizations should strengthen cooperation and jointly respond.

　　It is understood that the national "anti-pornography and illegal publications" office has taken the lead together with the National Network Information Office to coordinate multi-departments of the central government and some provinces, autonomous regions and municipalities to establish a long-term mechanism such as the online work joint meeting system, forming a strong working force. At the same time, all localities have strengthened industry supervision, strictly implemented 24-hour monitoring requirements, and immediately closed down illegal live broadcasts, and established a "blacklist" system for anchors and an industry notification mechanism to ban illegal anchors from the whole industry.

　　"For illegal acts such as live broadcast involving pornography, ‘ Eradicate pornography and illegal publications ’ The department has always maintained a severe crackdown. Once it is discovered that it will be traced to the end, the verified platforms and personnel will be severely punished according to law and will never be soft. " Xue Songyan said.

Hua Xizi finally appeared.

On September 10th, Li Jiaqi’s phrase "What’s so expensive about 79 yuan" caused a heated discussion among netizens about the price of Hua Xizi’s eyebrow pencil. Nine days after the incident, Hua Xizi’s official Weibo account issued an "apology statement" and launched a prize collection in Weibo, planning to send out 100 beauty gift boxes and 10,000 eyebrow pencils.

Source: Hua Xizi official Weibo

However, for this belated letter, many netizens did not buy it. The words "Hua Xizi’s apology is not sincere enough" and "Hua Xizi’s apology letter does not need to repeatedly emphasize that he is a domestic product" were searched in turn, and the public relations department of Hua Xizi also reported the news of collective resignation …

What exactly does Hua Xizi’s "apology statement" mean? Can Hua Xizi win the "forgiveness" of consumers by sending 10,000 eyebrow pencils?

The more you apologize, the angrier you get?

Let’s disassemble and analyze Hua Xizi’s response letter first.

"Thank you for your attention to Hua Xizi" and "Hua Xizi received great attention from the whole network in the past week". These words show that Hua Xizi knew about the "eyebrow pencil incident in 79 yuan", but the brand choice was "silent" at the forefront, but "fearful and at a loss".

Now I’m sorry, but I didn’t say it in time because I was concerned, not for anything else.

As Hua Xizi said, during this time, they "constantly absorbed everyone’s criticisms, opinions and suggestions". Theoretically, the next paragraph should talk about how to put these suggestions into action.

However, I didn’t say.

Hua Xizi is still apologizing for taking up too many public resources. Thank you for your attention. He said that the team has fully recorded, compared, revised and improved the relevant opinions, but did not say a word about how to do it. It is not very clear what the initial heart is when you read it.

The last few paragraphs tell our own brand story, and the core point can be summarized as five words: We are made in China. This part accounts for almost half of the whole letter.

The full text did not mention the eyebrow pencil price incident, did not explain the eyebrow pencil price, and did not say how to improve it in the future. It just said sorry for occupying public resources and not making a sound in time, and emphasized its domestic identity.

Netizen’s Interpretation of Hua Xizi’s A Letter | Source: Xiaohongshu @ Berby 888 Video Screenshot

No wonder netizens don’t buy it, because the whole apology statement seems to imply a logic: I’m sorry, but I’m Chinese.

And this logic of "I’m sorry, but …" will, without exaggeration, ruin the whole apology.

Psychologically, this kind of sentence is called "fuzzy message". In the same sentence, there are two contradictory contents: I am wrong, but the reason is … This kind of description will make it difficult for the listener to understand and even misunderstand what you really want to express. After all, it is like trying to shift the responsibility to other reasons.

So some netizens asked Hua Xizi, "Can it be so expensive to sell domestic products?" Of course, domestic products can also be expensive, but the focus of this eyebrow pencil price storm is not whether the brand is domestic products.

Correct apology posture

So, what should an appropriate apology look like?

The Intercultural Speech Act Realization Project (CCSARP) has analyzed apologies in five countries and extracted five components of apologies:

(1) Acknowledge (sorry, sorry, embarrassed in language)

(2) explanation

(3) bear

(4) compensation

(5) Commitment

Other scholars have also put forward different apology models, all of which are similar to CCSARP model, with three basic components: recognition (mistake), commitment (responsibility) and commitment (compensation).

Admitting (mistakes) is easy to understand, focusing on "taking responsibility". Taking responsibility is the core of the apology model. Apologists should pay special attention to the artistry of words, and people should feel that they are willing to take the initiative to take this responsibility after self-reflection. Taking the principle of no excuse and no argument will play a icing on the cake.

In view of this, Sean Mala Tang’s response to the incident of selling "fake mutton" in its own franchise stores is a negative example.

In July this year, a consumer bought mutton in a store in Mala Tang, Sean. At that time, the clerk said it was pure mutton, but after the consumer sent the mutton for inspection, the ingredients of pork and duck were detected. For this matter, the customer service staff of Sean Mala Tang Headquarters responded that "after verification, it was found that the store involved had privately purchased the mutton rolls, and the mutton rolls tested in the video were not the products uniformly distributed by our headquarters".

On August 7th, the official micro-announcement of Sean Mala Tang announced the progress of incident tracking and subsequent rectification measures, but netizens did not buy it. It turned out that Sean Mala Tang simply said, "We are mainly responsible for lax supervision …", but in actual operation, it only deducted the deposit of the stores involved, and did not deal with the lax supervision of the headquarters.

There is no attitude of "taking the initiative to take responsibility, no excuses, no arguments", and there is no corresponding action. Just saying "we take the main responsibility" can’t fool consumers.

Not to mention Hua Xizi’s "A Letter" this time, he didn’t say anything wrong at all, let alone what responsibility he had to bear …

Finally, let’s talk about commitment (compensation). Whether an apology is sincere or not can be reflected at this point.

As far as apology is concerned, if you only say "I’m sorry" and "I’m sorry", without telling the cause and effect, and without proposing any punishment or remedy, then in the other party’s view, it is also a insincere apology.

For example, if you are late for a weekly meeting and say "I’m sorry, I forgot to attend the meeting" when you enter the meeting room, you will make everyone feel that you are a dereliction of duty and don’t pay attention to this meeting at all. When a fault occurs, no matter how small it seems to you, you need to take some remedial measures to make up for it, show your sincerity, and think of a solution after a good thing, so that the other party can feel your apology.

Hua Xizi’s approach is to send out 100 beauty gift boxes and 10,000 eyebrow pencils.

Not to mention the final cost of these gifts, Hua Xizi’s behavior is not sincere enough: it did not write this "gift-giving activity" in a Letter, but sent a Weibo alone, and characterized this behavior as a prize collection. If you want to have a chance to get a gift, you have to forward its lucky draw Weibo.

In this regard, the prizes are not released at one time. At present, only 200 eyebrow pencils have been released, and the rest, in Hua Xizi’s words, "will be drawn one after another from September 23 to September 24".

Source: Hua Xizi Weibo screenshot

It’s hard to say whether Hua Xizi’s operation is compensating consumers or taking the opportunity to promote his own brand … No wonder some netizens said that this prize collection activity was "insincere and full of scheming".

Beyond the three cores, whether an apology should include an explanation is also an easy point for an apology statement.

There are two views on this. Some people think that explanation is cover-up, and cover-up is unwilling to take responsibility and want to find excuses, and the offender should not have any excuses. Others think that explanation is to show that it is not intentional to offend, which can eliminate misunderstanding and guilt.

In fact, we can change our thinking. Besides the three basic components of apology, explanation can be used as an auxiliary means of apology.

This means that it can’t independently express the apology intention, can’t independently constitute an apology act, and doesn’t have to appear, but it can form an auxiliary part of the apology speech act to help express the apology intention more completely and achieve better communication effect. More importantly, it can’t account for too much. An apology letter, half of which is an explanation, is suspected of shirking responsibility.

Another thing to note is that it is better to apologize sooner than later.

Many people (brands) will feel that apologizing = admitting mistakes = admitting that I (brands) suck = being rejected by society. For this reason, many people don’t apologize when they should apologize, but hide in order to avoid the accusations of public opinion. However, no matter how long they hide, when they show up again, what should come will still come, criticizing and accusing, even with interest.

If I had known this, I might as well apologize.

Give an apology "model"

Some time ago, the mutton rolls of Banu’s sub-brand Chaodao Store were reported to contain duck meat, which attracted attention. For this matter, Banu responded quickly, apologizing, introspection, compensation and commitment were all done. To tell the truth, it is difficult for consumers to know whether the measures taken by relevant responsible persons and external partners are really implemented, but judging from this apology statement alone, it is indeed full of sincerity.

Source: Weibo @ Banu beef omasum hotpot

However, even if you apologize and apologize "perfectly", it does not mean that others must choose to forgive.

Some people will put pressure on each other after apologizing: "I have already apologized, but what if you don’t forgive me?" There is a logical fallacy here-not all apologies can bring forgiveness, and apologies are not an emotional kidnapping.

American psychologist Harriet Lerner pointed out that forgiveness is not a yes or no mechanism, but a "degree". You can forgive someone 10%, 50% or 90%, and more often, forgiveness is a process rather than a decision, which is why it often takes us a while to forgive someone. If the other party doesn’t forgive you this time, apologize a few times more and give the other party a little time, maybe it can promote the progress of the progress bar.

That is to say, if you want to apologize, you should recognize all the mistakes from beginning to end, and don’t always think about "I apologized, why don’t you forgive me?"

Besides, Hua Xizi’s "A Letter" response is not a successful apology statement from any angle.

But from the perspective of overall public relations, the effect of this letter is not bad. You see, now people are paying attention to its public relations team, and "Hua Xizi’s public relations department or collective resignation" and "Hua Xizi’s annual salary of 630,000 strokes of public relations" are hot searches in turn.

The starting point of the whole thing, Hua Xizi 79 yuan’s eyebrow pencil, seems to have been forgotten.

Text | Car Story Green Lemon

At 21: 00 on July 30th, Beijing time, the LI built by Li Xiang was officially listed on NASDAQ. The issue price is $11.5 per share, with a total market value of $9.724 billion, 95 million shares in circulation and 846 million shares in total. LI became the second new car-making force to successfully IPO in the United States after Weilai.

It is reported that the subscription of LI in the pre-listing period was very good, which not only ended the subscription in advance, but also rang the bell on Nasdaq one day earlier.

At 21: 00 p.m. on July 30th, Beijing time, LI was officially listed on NASDAQ. The stock code is LI, and the issue price is $1.15/share. The pre-market value is $9.724 billion, the circulating market value is 1.092 billion yuan, the circulating share capital is 95 million shares, and the total share capital is 846 million shares.

So far, apart from Weilai, LI has become the second new car-making force to successfully go public in the United States. At the same time, for Li Xiang, the founder, his second personal entrepreneurial project was listed on Nasdaq after the car.

In fact, since the day LI was born, IPO has been no secret, but what has not been confirmed is where it will be chosen.

It was not until July 10th this year that LI officially submitted a prospectus to the Securities and Exchange Commission (SEC) of the United States, and the listing location was really hammered.

According to this prospectus, in terms of ownership structure, LI is divided into A shares and B shares. Among them, Li Xiang, as the largest natural person shareholder in LI, holds about 356 million A and B shares, accounting for about 25.1% of the total share capital and having 70.3% of the voting rights; Wang Xing (and Meituan) is the second largest shareholder in LI, holding 332 million A shares, accounting for 23.5% of the total share capital, but only 9.3% of the voting rights; Shen Yanan, co-founder and president of LI, holds 1.1% A shares and has 0.4% voting rights; Li Tie, the co-founder and CFO, holds 1.0% of A shares and has 0.4% of voting rights.

In addition, in terms of institutional shareholding, Amp Lee Ltd (which Li wants to enjoy through trust) holds 25.1% of Class A shares; Zijin Global Fund holds 8.9% shares and has 3.5% voting rights; Rainbow Six Limited holds 6.1% shares and has 2.4% voting rights; Inspired Elite Investments Limited (a wholly-owned subsidiary of Meituan) holds 14.5% of the shares and has 5.8% of the voting rights.

Through the AB-share structure design, Li wants to achieve absolute control over LI. This is also conducive to the flat operation of this innovative company in the operation process and helps to achieve extremely fast response.

Based on the calculation of initial public offering, LI raised 1,092.5 million US dollars. For this fund, LI said in the prospectus earlier that it will be used for the research and development of new products and the company’s working capital.

According to sales data, in the second quarter of this year, LI delivered a total of 6,604 new cars, an increase of 128% compared with 2,896 in the first quarter. Its revenue in the second quarter also increased by 128.6% compared with the first quarter. The gross profit margin increased from 8% in the first quarter to 13.3% in the second quarter.

Better-than-expected data also made investors optimistic about LI.

Just at the time of LI’s official listing tonight, Jingwei Zhang Ying said on the social platform: "Congratulations to Li Xiang, congratulations to the ideal. For early investors, the most important thing is always people, and excellent founders are greater than everything."

As the main investor of LI A round, Cao Yi, the founding partner of the source code, also said in an interview: "The huge industry, the big bottom changes are gestating, the S-class entrepreneurs, the excellent business natural attributes, etc. are all in LI. You can see it on this company."

Of course, listing is only a phased goal in the initial stage of LI’s Long March. Its achievement does not mean that LI can breathe a sigh of relief. There are still more problems waiting for Li Xiang (LI) in product quality control, new vehicle research and development, and the expansion of intelligent network. In addition, compared with the product side, how to improve the soft power of the server also tests the comprehensive strength of how LI grabs orders from competing products.

　　If the commercial battle between Yuan Meng Xing and Egg Party in the past few months is still in the dark, the glory of the king and Yin Yang Shi put the war of abuse on the stage this time, and the focus of controversy is material plagiarism. Behind it is Tencent andThe two largest in ChinaCompany, continuously boarded several hot searches.

　　On the evening of March 22nd, its mobile game "Master of Yin and Yang" sent a letter to the glory of the king, accusing the glory of the king of plagiarism.

　　The lawyer’s letter lists some characters, saying that "Li Bai Broken Moon Sword Heart" in the glory of the king is suspected of infringing the role design of "SUSANOO" in Teacher of Yin and Yang, and "Priestess of Death" material is suspected of infringing the "SP God" in Teacher of Yin and Yang.

　　According to the contents of the lawyer’s letter, according to the Copyright Law, the Anti-Unfair Competition Law and relevant judicial provisions, the above acts are suspected of copyright infringement and unfair competition. Subsequently, # Yin Yang Shi wrote a letter to the glory of the king, a lawyer #, ranking first in the hot search, with nearly 100,000 discussions as of press time and over 80 million readings.

　　More than four hours later, the glory of the king responded urgently in the middle of the night, referring to "a series of malicious acts of some games today and in the past", arguing that "Yin and Yang Shi" repeatedly published false content defaming "the glory of the king" through official accounts, trying to gain attention; Secondly, "the glory of the king" also believes that "Yin Yang Shi" publicly releases commercial incentive tasks to guide creators to make malicious video content at a price suspected of 20 yuan; It is also mentioned that "according to the authentication standards of some games, they have been suspected of copying our popular characters many times".

　　The glory of the king said that the investigation and evidence collection have been completed and legal measures will be taken to seriously fight back. "It is not advisable to touch porcelain at high frequency, and it is the right way to focus on yourself." On March 23rd, # the glory of the king said that he would seriously fight back # # the glory of the king, the teacher of Yin and Yang, rushed to the hot search, and the reading volume exceeded 100 million.

　　As two classic games that have been online for eight years, Tencent’s the glory of the king and Teacher of Yin and Yang have gathered many fans, and their "interaction" from a distance has also attracted a lot of attention.

　　A game commentator believes that the significance of this matter is to let major game manufacturers know that many players hate plagiarism, so when they play games in the future, they may pay more attention to this aspect for word of mouth. In addition, after repeated pulling by both sides, we may find that there may be some imperfections in some laws and regulations related to plagiarism in China, and then optimize or improve them.

　　The above game commentary expresses the hope that there will be less and less plagiarism in this circle, so that a really good game can appear. For this battle, whether you can win or not is second. "The most hope is that the two sides will fight with real swords and guns, and they will not spray each other on the Internet. Even if they want to spray, they will focus on indictments, judgments and related laws and regulations, rather than playing rice circles."

　　In fact, it is not uncommon for the game circle to argue about material plagiarism. In April 2022, Netease’s game "Drawing Travelers in Time and Space" was officially released.Posted a message, saying that Tencent’s mobile game "the glory of the king" copied its original design, and then related keywords quickly rushed to the top of the hot search list.

　　Shortly after the incident fermented, the glory of the king suppliers announced on the Internet at full speed that "the column bulletin board designed for the glory of the king may be similar to other product bulletin boards, and the actual situation of the design creation is being urgently investigated".

　　In October, 2021, the poster of the glory of the king’s new IP tour "Code: Zero Three" was regarded as copying "The Original God", and the official issued an apology the next day, saying that this incident was mainly caused by the outsourcing company that made the poster, and the relevant personnel of this incident would be dealt with seriously.

　　Up to now, "the glory of the king" is still one of Tencent’s mobile games with the strongest ability to attract gold, and it is also the Top1 in the domestic game revenue list all the year round. According to the latest China APP Store mobile game revenue ranking released by SensorTower in February, the glory of the king continues to rank first, while Netease’s Going Against the Water ranks fifth.

　　However, the glory of the king, a domestic evergreen mobile game, may also face the pressure of extending its life cycle. On March 20th, Tencent released its annual financial report for 2023. The annual revenue of the game part was 179.9 billion yuan, a year-on-year increase of 5.4%. Among them, the overseas market revenue was 53.2 billion yuan, up 14% year-on-year, while the local market game revenue was 126.7 billion yuan, up only 2% year-on-year. In China, Tencent urgently needs a new explosion to replace the glory of the king and stimulate growth.

Zhang Xinxin, a student from Wenquan Village, Andi Town, yinan county City, Linyi City, Shandong Province, has a difficult family life. He used to need to borrow someone else’s mobile phone to attend the "air class" offered by the school. The picture shows a volunteer from yinan county Da Ai Yimeng Volunteer Service Team (right) sending a tablet computer to Zhang Xinxin and teaching her how to use it. Photo by Du Yubao (People’s Vision)

Students are reading personalized books recommended by e-readers. Photo by Shi Yalei (people’s picture)

　　The COVID-19 epidemic has had a great impact on consumption in China in the first quarter of this year. The data shows that from January to February, the total retail sales of consumer goods nationwide decreased by 20.5% year-on-year. However, in the "home" life and "cloud" life, the sales of some consumer electronic products have increased against the trend, which has become a bright color when consumption is cold in the short term. Green consumer products represented by electronic products are helping to boost consumption and consumption upgrading.

　　Electronic products sell well against the trend

　　"Kindle reader, Bluetooth speaker … …” Zach Li, an engineer working in Beijing, found that he spent the most on electronic products besides daily necessities such as rice, oil and salt.

　　"Reading, games and music are all long-term learning and entertainment activities for epidemic prevention at home, and these electronic products make it long and boring ‘ Zhai ’ Life adds interest. " Zach Li said.

　　When consumption was cold due to the epidemic, "cloud life" drove the sales of some consumer electronic products to increase greatly, and the supply of emerging products continued to increase, allowing many new formats to develop against the trend.

　　Statistics from the National Bureau of Statistics show that from January to February this year, the demand for electronic products such as 3D printing equipment, smart watches and smart bracelets increased rapidly, and the output increased significantly year-on-year, with growth rates of 101.0%, 119.7% and 45.1% respectively. The growth momentum of emerging kinetic energy has not changed.

　　On several major e-commerce platforms, the sales of electronic products have also increased. In February, notebook computers, tablet computers, printers and smart cameras became hot items on e-commerce platforms such as Suning.cn and JD.COM, and some products were even out of stock. Perhaps it is precisely because of the new consumer demand generated by the epidemic that many consumer electronics companies choose to release their new products in the near future. Among them, Apple recently launched a new tablet iPad Pro and computer Macbook Air, which received wide attention.

　　Smartphones hit bottom and rebounded.

　　The situation of epidemic prevention and control in China continues to improve, and the consumer market is recovering with the warm spring. At the same time, related enterprises have also actively launched "self-help".

　　In the field of smart phones, the rebound and recovery of consumption are more obvious. Previously, affected by the epidemic, many mobile phone manufacturers closed their factories, and normal mobile phone production could not be guaranteed. Under the background of the whole society’s resumption of work and production, the mobile phone industry is increasing its productivity, and the output is gradually approaching the normal level. Recently, many mobile phone manufacturers, such as Huawei, have said that they are fully restoring the supply chain to ensure market supply.

　　A person in charge of a mobile phone manufacturer said that from the sales performance at the beginning of March, the sales volume of smart phones in China has approached or even exceeded the same period last year. Industry insiders predict that the domestic 5G smartphone market is expected to resume its growth momentum in the second quarter of this year.

　　While increasing horsepower to ensure production, the release of new machines by major manufacturers has also been carried out one after another. Since late February, the listing speed of new 5G mobile phones has obviously accelerated. According to the data of China Information and Communication Research Institute, there were 16 new models listed in February this year, including 11 5G mobile phones. Recently, Huawei held an online conference to release three P40 series mobile phones to the world — — P40, P40 Pro and P40 Pro+. It is worth mentioning that this model is equipped with the HMS Apps terminal cloud service ecosystem independently developed by Huawei.

　　Experts said that in the fields covered by "new infrastructure", 5G is considered to be the top priority, and the industrial chain extended by 5G will also be rapidly driven. Thanks to the acceleration of "new infrastructure", the construction of 5G infrastructure and the improvement of 5G communication environment will further stimulate the recovery of the industry and promote the arrival of the "replacement tide" of 5G mobile phones.

　　Create a new consumption format

　　In order to better release the new consumption potential, in recent days, the central and local governments have successively introduced a series of measures to promote consumption to promote consumption in electronic products and other fields.

　　A few days ago, the National Development and Reform Commission and other 23 departments jointly issued the "Implementation Opinions on Promoting Consumption Expansion and Upgrading to Accelerate the Formation of a Strong Domestic Market", increased support for electronic products and other fields, and proposed to encourage green smart consumption, accelerate the improvement of recycling networks in the fields of home appliances and consumer electronic products, and encourage enterprises to use technologies such as the Internet of Things, big data and artificial intelligence to promote the intelligent upgrading of various electronic products.

　　At the same time, many governments have accelerated the introduction of preferential measures to encourage green and smart consumption and promote product upgrading through measures such as issuing consumer subsidies and replacing old electronic products with new ones. Many e-commerce platforms have also launched promotional activities such as home appliances and electronic products.

　　Experts said that in this COVID-19 epidemic, new consumption formats and new consumption models represented by electronic products showed strong growth potential. With the progress of science and technology and the acceleration of the updating of consumption concepts, the upgrading and intelligent upgrading of electronic consumer goods and other products will enter a fast-paced stage. How to cultivate and grow the new consumption and upgrading consumption power generated by the epidemic, and how to realize the long-term development of short-term products is a new test faced by the government and enterprises, which is of great significance for stimulating the formation of new kinetic energy and promoting steady economic growth.

　　Cctv newsAccording to the website of the General Administration of Market Supervision, in 2022, the national market supervision departments received a total of 29.4077 million consumer complaints, reports and inquiries through the national 12315 platform, telephone, fax and windows, a year-on-year increase of 23.5%. Among them, there were 13,103,800 complaints and 4,722,300 reports, which saved economic losses of 4,519 million yuan for consumers and effectively protected their legitimate rights and interests. It mainly presents ten characteristics:

　　First, the acceleration of consumer complaints, the recovery and expansion of consumption needs balanced development.

　　From the trend of the past three years, due to the cross-regional expansion of platform economy, the cross-regional flow of population capital and the cross-regional allocation of market factors, the consumption of Guangdong, Zhejiang, Shanghai and Beijing is accelerating. There is a positive correlation between the number of consumer complaints and the level of consumer activity. The proportion of consumer complaints in the four provinces and cities in the country has increased from 31.8% in 2020 to 45.16% in 2022. To some extent, the accelerated gathering of consumer complaints reflects the unbalanced development of the supply side of consumption, so it is necessary to further restore and expand consumption in the central and western regions and promote higher quality and more balanced development.

　　Second, recover the loss of over 10 billion yuan, boost confidence and release vitality.

　　In the past three years, in the face of the impact of the epidemic, the downward pressure on the economy and the impact of the international situation, improving the consumption environment, stabilizing consumption and promoting consumption have become important supports for stabilizing the economic market and safeguarding people’s livelihood and well-being. Market supervision departments at all levels have handled a total of 74.5229 million complaints, reports and consultations, recovering economic losses of 14.472 billion yuan for consumers, effectively defending consumers’ legitimate rights and interests, and protecting consumption power and economic endogenous motivation. We will strengthen the maintenance of commodity services concerned by the masses. For example, the mediation success rate of fiber products, medical devices, production, maintenance and repair services has increased significantly compared with the previous year, with an increase of 15.51, 13.15 and 12.26 percentage points respectively.

　　Through the continuous evaluation of "five-level circular linkage", the disposal efficiency of the national 12315 platform has been greatly improved. The timely handling rate of complaints and reports was as high as 98.99%, an increase of 12.55 percentage points; The highest satisfaction of the masses is 4.74 points (out of 5 points). At present, the platform has accumulated 16.0108 million registered users, with an average annual growth of 3 million, and has become a consumer rights protection platform trusted by the people.

　　Three, rapid response, strong disposal, complaints and reports of epidemic-related materials fell rapidly.

　　After the promulgation of "Article 20" and "New Article 10", the focus of epidemic prevention shifted from prevention and control of infection to medical treatment. The demand for epidemic-related drugs and medical supplies surged, the supply was not smooth, the price fluctuated abnormally, and product quality problems frequently occurred. At one time, the number of related complaints and reports increased by spurt. From November 10, 2022 to the end of 2022, the national 12315 platform received 241,100 related complaints and reports, up 3.88 times year-on-year, 2.95 times quarter-on-quarter, and the highest peak reached 19.5 times. Among them, there were 141,800 complaints and 99,300 reports, recovering economic losses of 4,981,700 yuan.

　　The market supervision department responded quickly, launched a special campaign to stabilize the price and guarantee the quality of epidemic-related drugs and medical supplies at the first time, promptly checked the complaints and reports of epidemic-related drugs and medical supplies, and fully protected the health and safety of the people, with a total of 12,900 cases filed. As of February 10th, the reports on epidemic-related prices, unfair competition and advertisements, online transaction supervision, product quality, and the production and circulation of drugs and medical devices have dropped by 99.14%, 87.87%, 73.89%, 88.35% and 87.79% on an average daily basis, and the demands for epidemic-related drugs and medical supplies have returned to daily life, and the market order tends to be stable.

　　Fourth, the downward pressure on the economy has increased, and after-sales problems such as non-delivery and non-refund have become more prominent.

　　In 2022, the national market supervision department accepted 13.1038 million consumer complaints, a year-on-year increase of 43.84%, and the growth rate was enlarged compared with 2021. From the complaints, there were 2,987,000 pieces of quality, 2,489,600 pieces of after-sales service, 1,159,100 pieces of contract and 1,090,600 pieces of food safety, accounting for 58.96% of the total complaints. Among them, the problem of after-sales service grew fastest, and the masses reflected it most strongly, with a year-on-year increase of 57.67%.

　　After-sales service status is directly related to operators’ confidence and expectation. Affected by the epidemic, the problem of after-sales service has been highlighted. Consumer demands mainly focus on non-refund, non-delivery, non-performance of the "three guarantees" commitment, non-implementation of the seven-day unreasonable return obligation, and untimely delivery. From the perspective of commodity categories, it is mainly concentrated in mobile phones, shoes, coats, furniture and automobiles, accounting for 25.61% in total; Printed matter, dairy products, computer peripherals, air conditioners and luggage increased by 154%, 120%, 98%, 98% and 90% respectively.

　　Fifth, the proportion of commodity complaints increased, and the consumption of new energy vehicles was short-lived.

　　In 2022, the national market supervision department accepted a total of 8,623,200 commodity complaints, accounting for 65.81% of the complaints, up 4.37 percentage points from the previous year; There were 4,480,600 service complaints, accounting for 34.19% of the complaints. The increase in the proportion of commodity complaints reflects the prominent product quality problems under the downward pressure of the real economy. Among them, the top complaints are: ordinary food, clothing, shoes and hats, household items, household appliances, transportation and communication products, accounting for 58.43%. The top service complaints are: catering, accommodation, sales, Internet services, culture, entertainment and sports, beauty salons and baths, accounting for 46.37%.

　　It is worth noting that with the rapid increase in the penetration rate of new energy vehicles, consumers’ requirements for quality are also constantly improving. In 2022, the platform received 16,000 complaints and reports about new energy vehicles, a year-on-year increase of 62.84%. Among them, contract problems, quality problems and false propaganda problems grew rapidly, increasing by 126.33%, 77.35% and 75.65% respectively. Consumer demands focus on: imperfect after-sales service, failure to fulfill the "three guarantees" commitment; Sudden flameout, oil leakage, abnormal engine sound, brake steering failure and battery module damage during driving; Publish false information, induce consumers to sign unfair format clauses, and reduce the responsibility of car companies.

　　Six, new consumption hotspots are constantly emerging, and the accompanying consumer disputes are rising.

　　In recent years, "new consumption" is becoming the "accelerator" of economic development. While meeting the diversified needs of consumption, some new situations of infringement and new problems of rights protection are gradually exposed, reflecting the new pain points of consumer rights protection.

　　In 2022, new model problems such as digital collection (NFT) rose, making supervision more difficult, with 59,700 related demands (only 198 in the previous year), mainly focusing on non-delivery, non-refund, malicious price gouging, high handling fees, and arbitrary closure of consumer accounts. Under the craze of "blind box", consumer demands reached 41,400 pieces, up 61.72% year-on-year. IP cross-border co-branded products set off a buying frenzy, with 38,100 related demands, up 66.96% year-on-year. Some merchants took the opportunity to raise prices, but the problems of uneven product quality, fake and shoddy products, delayed delivery and lack of after-sales service were outstanding. Behind the fiery outdoor sports such as camping, the demands for sunscreen products and mosquito-repellent products increased by 99.12% and 149.62% respectively. Ice and snow sports are popular, but the related demands are as high as 8677, up 60.51% year-on-year. The quality problems such as ski clothes and skis are outstanding, and the tickets, deposits and safety issues of ski resorts need urgent attention.

　　Seven, online consumption continues to escalate, and consumer satisfaction still needs to be improved.

　　With the continuous development of e-commerce in China, the epidemic situation catalyzes online consumption habits, and the online shopping field ranks "half of the country’s consumers’ demands". In 2022, the online shopping demand increased by 56.38% year-on-year, which mainly has three characteristics:

　　(1) The format of "cloud consumption" has expanded rapidly, and complaints have grown rapidly.

　　Various "cloud consumption" modes, such as live delivery, cross-border e-commerce, fresh e-commerce, online shopping, online entertainment, and private kitchen customization, have emerged, which has become a bright spot in the growth of weak consumption last year, but related demands are also rising. There were 220,900 requests for live broadcast with goods, up 1.15 times year-on-year and 5.01 times higher than that in 2020. There were problems such as no products, shoddy products and false propaganda. Cross-border e-commerce demands were 334,500, up 42.63% year-on-year and 1.47 times higher than that in 2020. The problems of negative after-sales service, failure to fulfill warranty commitments and counterfeiting of overseas products were prominent.

　　(B) There are many new types of price fraud, and supervision and law enforcement are facing new challenges.

　　Technologies such as big data algorithm of platform economy improve transaction efficiency, and it is also easy to induce new price fraud. The online shopping price demand was 106,700 pieces, up 99.03% year-on-year, which mainly included the problems of killing big data, changing trading conditions in real time, "marking low and closing high", concealing preferential threshold conditions, and the preferential treatment for non-members was greater than that for members, which brought higher challenges to the price supervision and law enforcement in the platform economy field.

　　(C) Video membership service routines, consumer experience needs to be improved.

　　At present, paid members have become the "standard" of video websites, but there is a lack of "standard" of member services, with 8534 related demands, up 103.82% year-on-year. The problems reflected by consumers mainly focus on: unreasonable advance on demand, suspected of repeated charges; The "free advertisement" is not honored, and the video is inserted with advertisements; The prompt of automatic renewal is not obvious, the way of cancellation is difficult to query, and consumers are easy to buy by mistake. Others rely on word games such as adjusting fees and changing rights to make up for losses and reduce users’ trust.

　　Eight, "ODR" continued to expand, and diversified solutions to disputes steadily improved.

　　Market supervision departments have vigorously promoted the construction of online consumer dispute resolution (ODR) mechanism, and the success rate of settlement and consumer satisfaction have made steady progress. 114,000 ODR enterprises have been developed in various places and settled in the national 12315 platform, and 3,094,800 disputes have been directly negotiated with consumers online. Compared with the traditional administrative mediation method, the average processing time is 7.69 days, which is greatly reduced by 14.2 days; The success rate of reconciliation increased by 11.25 percentage points; Covering 97% of cities, an increase of 2.36% over the previous year, fully releasing the institutional innovation advantages of ODR. On the whole, ODR’s social influence is constantly expanding, and the enthusiasm of market participants for voluntary participation is constantly improving, which has made a useful exploration for diversified solutions to consumer disputes and social co-governance.

　　Nine, "sunshine" consumer complaint information, effectively strengthen the source of governance.

　　The General Administration continued to promote the publicity of consumer complaint information, formulated a publicity system and built a publicity system, and launched pilot projects in some cities in Jilin, Guangdong, Sichuan and Xinjiang from November 2022. At present, 20,817 complaints from 14,114 enterprises have been publicized, effectively strengthening social supervision and credit constraints, and improving the transparency of the consumption environment, the integrity of operators and the satisfaction of consumers. After publicity, the success rate of complaint mediation in the pilot area increased by 8.39 percentage points compared with that before publicity and 5.97 percentage points compared with the same period of the previous year; The average complaint settlement time was 11.77 days, 2.17 days faster than the same period of the previous year; The consumer evaluation was 4.8 points (out of 5 points), 0.1 points higher than before publicity.

　　X. Complaints and reports have become an important channel for discovering illegal clues, and the social supervision role of consumers continues to emerge.

　　Consumers actively played the role of social supervision. In 2022, they reported 4,722,300 illegal clues to the market supervision department, up 40.34% year-on-year, including 2,027,300 illegal advertisements, 723,100 violations of consumers’ rights and interests, and 341,800 illegal food safety behaviors. Judging from the increase, reports of unfair competition, trademark violations and online trading violations all increased by more than 60% year-on-year.

　　Market supervision departments adhere to the people’s livelihood orientation, strengthen the analysis and judgment of complaints and reports, and severely investigate and punish violations of laws and regulations according to law. 281,100 cases were filed for reports of illegal advertisements and false propaganda; 63,000 cases were reported and filed against violations of consumers’ rights and interests, mainly involving the sale of products that do not meet safety requirements, counterfeiting and cheating consumers; 48,700 illegal reports on food safety were filed.

At 11: 00 a.m. on January 3rd, Liu Luanxiong held a press conference to clarify the rumor of getting back together with Lv Lijun. He said that he and Lv Lijun had not seen each other for many years. This time, Lv Lijun asked for something from himself, and the two of them signed the relevant transaction documents in the office building, which was not the rumor of "shopping", and stressed that they were only the parents of a pair of children with Lv Lijun, and there was no other relationship. It is reported that Liu Luanxiong was photographed shopping with his ex-girlfriend Lv Lijun, which caused a heated discussion. On December 31st last year, Liu Luanxiong issued a clarification statement.

　　At the press conference held by the joint prevention and control mechanism of the State Council on the 17th, Mi Feng, spokesman of National Health Commission and deputy director of the Propaganda Department, said that it is necessary to accurately understand and grasp the deployment measures to optimize prevention and control work, and resolutely oppose two tendencies, that is, to continuously rectify layers of overweight, prevent "one letter from being sealed", and oppose irresponsible attitudes, prevent "one release", ensure that the 20 measures are implemented to the letter, and ensure the safety and health of the people.

　　Will it cause hidden risk if we no longer judge the secret connection?

　　Regarding the social concern that it is no longer necessary to judge whether the secret connection will cause hidden risks, Shen Hongbing, deputy director of the National Bureau for Disease Control and Prevention and academician of China Academy of Engineering, said that this is a more scientific and accurate prevention and control measure based on the risk of infection, and this group of people is no longer isolated centrally, in order to make more effective use of prevention and control resources and service guarantee resources such as diversion and isolation.

　　He said that at present, in some places, it is not necessary to directly judge the secret connection as secret connection and carry out upgrading control. "At the same time as canceling the judgment of the secret connection, all localities should make quick judgment, quick detection and quick control for the secret connection. Once the nucleic acid test of the close contact person is positive, it is necessary to further carry out the investigation and control of the close contact person at the first time, which has higher work requirements. "

　　Will the cancellation of the medium-risk area affect the precise prevention and control?

　　"In order to minimize the control of unnecessary regional personnel, 20 optimization measures canceled the judgment of medium-risk areas." Wang Liping, a researcher at the Center for Disease Control and Prevention of China, said that this set a higher standard for the handling of epidemic situations in various places, requiring more accurate and efficient epidemiological investigation and risk assessment. Regarding the nucleic acid detection and control measures in high-risk areas, it is still implemented according to the ninth edition of the prevention and control plan. It is required to carry out nucleic acid detection three days before the implementation of the closure control, and the frequency of subsequent detection can be determined according to the results of the first three tests. Within 24 hours before the cancellation of management, a full-time nucleic acid test in the area should be completed.

　　Wang Liping stressed that the elderly, minors, pregnant women, disabled people, people with mobility difficulties, hemodialysis patients, mental patients and patients with chronic diseases living alone in the closed management area should be well arranged to provide them with better living and medical supplies.

　　Does it mean that the diagnosis and treatment of COVID-19 patients should be classified in the future?

　　Guo Yanhong, director of the Medical Emergency Department of National Health Commission, said that one of the 20 measures is to strengthen the construction of medical resources, which is also a specific requirement for dealing with the epidemic faster, better and more efficiently in combination with the current situation of epidemic prevention and control, and is also an important measure to better coordinate the epidemic prevention and control and daily medical service guarantee and persist in improving the quality of medical services.

　　Guo Yanhong said that since the outbreak, we have strengthened capacity building and classified treatment of patients from three aspects. First, all localities are required to designate hospitals with strong comprehensive ability and high treatment level as designated hospitals. Designated hospitals should be equipped with beds for treatment according to the local population size, and ICU beds should reach 10% of the total number of beds. Second, strengthen the construction of shelter hospitals. Third, hospitals above the second level are required to set up fever clinics, so that they should be all set up and open, and the responsibility system for first diagnosis should be strictly implemented. Once suspicious patients are found, they should be screened as soon as possible. If they are positive, they should be quickly transferred to designated hospitals or shelter hospitals for treatment.

　　What are the requirements for regional nucleic acid detection after local epidemic?

　　Shen Hongbing pointed out that if there are only sporadic infected people in the local epidemic and the transmission chain is clear, when there is no risk of community transmission, it is generally not necessary to carry out all-staff nucleic acid testing according to administrative regions; When there is a risk of spread of the epidemic, the district where the epidemic is located can carry out a full-time nucleic acid test every day according to the risk assessment results. After three consecutive nucleic acid tests without social infection, a full-time nucleic acid test will be carried out every three days. If there is no social infection, the full-time nucleic acid test can be stopped.

　　"For other areas where infected people have frequent activities and long stay, a certain area can be designated to carry out full-time nucleic acid testing based on flow research." Shen Hongbing said that in principle, all staff nucleic acid testing should be carried out once a day, and three consecutive nucleic acid tests without social infection can stop all staff nucleic acid testing.

　　Inter-provincial tourism management activities are no longer linked with risk areas. How is it specifically stipulated?

　　Recently, the Ministry of Culture and Tourism issued the Notice on Further Optimizing the Prevention and Control Measures of Epidemic Situation in COVID-19, and doing a good job in prevention and control of cultural and tourism industries scientifically and accurately. It is clear that inter-provincial tourism business activities will no longer be linked with risk areas. In this regard, Li Xiaoyong, deputy director of the Market Management Department of the Ministry of Culture and Tourism, said that the document also requires local cultural and tourism departments to actively guide inter-provincial tourists to take the initiative to conduct nucleic acid testing in accordance with the requirements of "landing inspection" for inter-provincial migrants.

　　Regarding the social concern about checking nucleic acid test certificates in public places, Shen Hongbing said that special people such as infants under 3 years old can be exempted from checking negative nucleic acid test certificates. Cross-regional migrants should take the plane, high-speed rail, train, inter-provincial long-distance bus, inter-provincial passenger ship and other means of transportation with negative nucleic acid test certificate within 48 hours. After arriving at the destination, they should carry out "landing inspection" according to territorial requirements. Those who stay in hotels and enter tourist attractions need to check the health code and negative nucleic acid test certificate within 72 hours.

　　What is the role played by the special classes in various places to rectify the problem of "layers of overweight"?

　　According to Shen Hongbing, since the publication of the 20 measures on the 11th, from the information data of the official website of National Health Commission "Nine No Public Message Boards for Epidemic Prevention and Control", the number of complaints from the masses has dropped significantly, from 3,306 on the 11th to 2014 on the 16th, with a drop of 39%.

　　Shen Hongbing pointed out that the problems are mainly concentrated in three aspects: first, restrictive measures such as forced repatriation and isolation are taken for people from low-risk areas, accounting for 25%; The second is to expand the restricted travel range from high-risk areas to other areas at will, accounting for 23%; The third is to expand the scope of risk personnel who take isolation and control measures at will, accounting for 18%.

　　"As of 12: 00 on the 17th, rectification ‘ Layer by layer plus code ’ The problem class has transferred a total of 130,000 clues to complaints from local people, and the completion rate is 99%. It should be said that the effect is very remarkable. " Shen Hongbing said.

　　(Beijing, November 17 th, by reporter Jin Zhenya)