315中枪的企业，都该向高晓松学学危机公关
<div class="rich_media_meta_list" style="margin-bottom: 18px; line-height: 20px; font-size: 0px; position: relative; z-index: 1; color: rgb(0, 0, 0); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif;"><span class="rich_media_meta rich_media_meta_text" style="margin-right: 8px; margin-bottom: 10px; display: inline-block; vertical-align: middle; font-size: 16px; color: rgb(140, 140, 140); max-width: none;">E先僧</span> <a class="rich_media_meta rich_media_meta_link rich_media_meta_nickname" id="post-user" style="margin-right: 8px; margin-bottom: 10px; color: rgb(96, 127, 166); display: none; vertical-align: middle; font-size: 16px; max-width: none;">市场人</a></div><div class="rich_media_content " id="js_content" style="overflow: hidden; color: rgb(62, 62, 62); position: relative; min-height: 350px; font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 25.6px;"><blockquote style="padding-left: 10px; max-width: 100%; border-left-width: 3px; border-left-style: solid; border-left-color: rgb(219, 219, 219); box-sizing: border-box !important;"><p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; box-sizing: border-box !important;"><strong style="max-width: 100%; box-sizing: border-box !important;"><span style="max-width: 100%; font-size: 14px; color: rgb(136, 136, 136); box-sizing: border-box !important;">任何公司都会犯错。当出现危机时，态度比什么都重要。所有学过“危机公关”课程的人都该知道5S原则：承担责任、真诚沟通、速度第一、系统运行、权威证实。「危机公关」成功的第一项就是要主动承担责任。无论谁是谁非，第一时间要摆出承担责任的姿态。</span></strong></p></blockquote><p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; box-sizing: border-box !important;"><br style="max-width: 100%; box-sizing: border-box !important;"></p><section style="max-width: 100%; box-sizing: border-box;"><section class="Powered-by-XIUMI V5" style="max-width: 100%; box-sizing: border-box;"><section class="" style="margin-top: 10px; margin-bottom: 10px; max-width: 100%; box-sizing: border-box; text-align: center;"><section class="" style="max-width: 100%; box-sizing: border-box; display: inline-block;"><section style="max-width: 100%; box-sizing: border-box; width: 2.6em; height: 2.6em; display: inline-block; vertical-align: middle; line-height: 2.6em; border-radius: 50%; background-color: rgb(95, 156, 239);"><section style="margin-top: 0.36em; margin-bottom: 0.35em; margin-left: 0.44em; max-width: 100%; box-sizing: border-box; width: 1.8em; height: 1.8em; line-height: 1.8em; border-radius: 50%; background-color: rgb(255, 255, 255);"><section class="" style="max-width: 100%; box-sizing: border-box; width: 28.7969px; height: 28.7969px;"><section style="max-width: 100%; box-sizing: border-box;">1</section></section></section></section><section style="margin: -0.5em auto 0.3em; max-width: 100%; box-sizing: border-box; width: 0px; border-top-width: 1.1em; border-top-style: solid; border-top-color: rgb(95, 156, 239); border-left-width: 1em !important; border-left-style: solid !important; border-left-color: transparent !important; border-right-width: 1.12em !important; border-right-style: solid !important; border-right-color: transparent !important;"></section></section></section></section><section class="Powered-by-XIUMI V5" style="max-width: 100%; box-sizing: border-box;"><section class="" style="max-width: 100%; box-sizing: border-box;"><section class="" style="padding-right: 25px; padding-left: 25px; max-width: 100%; box-sizing: border-box;"><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; color: rgb(255, 41, 65); box-sizing: border-box !important;">「<span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">饿了么，是饿晕了么？」</span></span><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">一个朋友昨晚发来微信。</span></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">就在收到这条微信前不久，刚看到一位饿了么工作人员的微博截图刷屏。</span></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;"> </span></section><p style="max-width: 100%; box-sizing: border-box; clear: both; min-height: 1em; white-space: pre-wrap; text-align: center;"></p><p style="max-width: 100%; box-sizing: border-box; clear: both; min-height: 1em; white-space: pre-wrap; text-align: center;"><span style="max-width: 100%; font-size: 14px; line-height: 1.6; box-sizing: border-box !important;"><br style="max-width: 100%; box-sizing: border-box !important;"></span></p><p style="max-width: 100%; box-sizing: border-box; clear: both; min-height: 1em; white-space: pre-wrap;"><span style="max-width: 100%; font-size: 14px; line-height: 1.6; box-sizing: border-box !important;">「对不起，饿了么今天忘记给央视续费了。」后面连着两个哭的表情。</span></p><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; color: rgb(255, 41, 65); box-sizing: border-box !important;">他发出微博那会儿应该是调侃，但删掉微博那会儿估计已经真的哭了出来。</span></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; line-height: 1.6; box-sizing: border-box !important;">公关哪能这么搞啊？</span></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;"> </span></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">地震的时候，政府会提醒人们警惕「次生灾害」，譬如塌方、堰塞湖之类的。</span></section><section style="max-width: 100%; box-sizing: border-box;"><strong style="max-width: 100%; box-sizing: border-box !important;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">稍不留意，「次生灾害」容易造成更大的损失。</span></strong></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;"> </span></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">这位名为「饿了么-大先生」的高级市场经理，妥妥地给「饿了么」招了黑。</span></section><section style="max-width: 100%; box-sizing: border-box;"><strong style="max-width: 100%; box-sizing: border-box !important;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">一条微博，让一个危机变成了两个。</span></strong></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;"> </span></section><p style="max-width: 100%; box-sizing: border-box; clear: both; min-height: 1em; white-space: pre-wrap;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">不过倒也是，</span></p><p style="max-width: 100%; box-sizing: border-box; clear: both; min-height: 1em; white-space: pre-wrap;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">如果没有这么一出，今年的3·15晚会得多冷啊。</span></p><section style="max-width: 100%; box-sizing: border-box;"><br style="max-width: 100%; box-sizing: border-box;"></section></section></section></section><section class="Powered-by-XIUMI V5" style="max-width: 100%; box-sizing: border-box;"><section class="" style="margin-top: 10px; margin-bottom: 10px; max-width: 100%; box-sizing: border-box; text-align: center;"><section class="" style="max-width: 100%; box-sizing: border-box; display: inline-block;"><section style="max-width: 100%; box-sizing: border-box; width: 2.6em; height: 2.6em; display: inline-block; vertical-align: middle; line-height: 2.6em; border-radius: 50%; background-color: rgb(95, 156, 239);"><section style="margin-top: 0.36em; margin-bottom: 0.35em; margin-left: 0.44em; max-width: 100%; box-sizing: border-box; width: 1.8em; height: 1.8em; line-height: 1.8em; border-radius: 50%; background-color: rgb(255, 255, 255);"><section class="" style="max-width: 100%; box-sizing: border-box; width: 28.7969px; height: 28.7969px;"><section style="max-width: 100%; box-sizing: border-box;">2</section></section></section></section><section style="margin: -0.5em auto 0.3em; max-width: 100%; box-sizing: border-box; width: 0px; border-top-width: 1.1em; border-top-style: solid; border-top-color: rgb(95, 156, 239); border-left-width: 1em !important; border-left-style: solid !important; border-left-color: transparent !important; border-right-width: 1.12em !important; border-right-style: solid !important; border-right-color: transparent !important;"></section></section></section></section><section class="Powered-by-XIUMI V5" style="max-width: 100%; box-sizing: border-box;"><section class="" style="max-width: 100%; box-sizing: border-box;"><section class="" style="padding-right: 25px; padding-left: 25px; max-width: 100%; box-sizing: border-box;"><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">今天下午跟另一个朋友讨论这事儿时，</span></section><p style="max-width: 100%; box-sizing: border-box; clear: both; min-height: 1em; white-space: pre-wrap;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">她说「感觉今年3·15影响力大不如前。」</span></p><p style="max-width: 100%; box-sizing: border-box; clear: both; min-height: 1em; white-space: pre-wrap;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;"><br style="max-width: 100%; box-sizing: border-box !important;"></span></p><p style="max-width: 100%; box-sizing: border-box; clear: both; min-height: 1em; white-space: pre-wrap; text-align: center;"></p><p style="max-width: 100%; box-sizing: border-box; clear: both; min-height: 1em; white-space: pre-wrap;"><span style="max-width: 100%; font-size: 14px; line-height: 1.6; box-sizing: border-box !important;"><br style="max-width: 100%; box-sizing: border-box !important;"></span></p><p style="max-width: 100%; box-sizing: border-box; clear: both; min-height: 1em; white-space: pre-wrap;"><span style="max-width: 100%; font-size: 14px; line-height: 1.6; box-sizing: border-box !important;">其实挺正常的，传统媒体的影响力多少都有些下滑，观众基础本来就不牢了。</span></p><p style="max-width: 100%; box-sizing: border-box; clear: both; min-height: 1em; white-space: pre-wrap;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">你打假的品牌中又没太多耳熟能详的大品牌，主题只有一个，就是「向互联网企业开炮」。</span></p><p style="max-width: 100%; box-sizing: border-box; clear: both; min-height: 1em; white-space: pre-wrap;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;"><br style="max-width: 100%; box-sizing: border-box !important;"></span></p><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; color: rgb(255, 41, 65); box-sizing: border-box !important;">人们都还享受着互联网红利呢，你开个什么炮？</span></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">所以，就让人觉得冷。</span></section><section style="max-width: 100%; box-sizing: border-box;"> </section><p style="max-width: 100%; box-sizing: border-box; clear: both; min-height: 1em; white-space: pre-wrap;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">这几个品牌中，饿了么是比较特殊的一个。</span></p><p style="max-width: 100%; box-sizing: border-box; clear: both; min-height: 1em; white-space: pre-wrap;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;"><br style="max-width: 100%; box-sizing: border-box !important;"></span></p><p style="max-width: 100%; box-sizing: border-box; clear: both; min-height: 1em; white-space: pre-wrap; text-align: center;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;"><br style="max-width: 100%; box-sizing: border-box !important;"></span></p><p style="max-width: 100%; box-sizing: border-box; clear: both; min-height: 1em; white-space: pre-wrap;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;"><br style="max-width: 100%; box-sizing: border-box !important;"></span></p><section style="max-width: 100%; box-sizing: border-box;"><strong style="max-width: 100%; box-sizing: border-box !important;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">首先，知名度够。</span></strong></section><section style="max-width: 100%; box-sizing: border-box;"><strong style="max-width: 100%; box-sizing: border-box !important;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">其次，经营的是人们每天从嘴巴送进肚子里的食物。</span></strong></section><section style="max-width: 100%; box-sizing: border-box;"><strong style="max-width: 100%; box-sizing: border-box !important;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">最后，它是今年的第一个案例。</span></strong></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;"> </span></section><section style="max-width: 100%; box-sizing: border-box;"><strong style="max-width: 100%; box-sizing: border-box !important;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">知名度够，大家就能够参与进来。</span></strong></section><section style="max-width: 100%; box-sizing: border-box;"><strong style="max-width: 100%; box-sizing: border-box !important;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">跟吃有关的东西，大家就容易愤怒。</span></strong></section><section style="max-width: 100%; box-sizing: border-box;"><strong style="max-width: 100%; box-sizing: border-box !important;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">当头炮，大家的子弹刚好上膛，精力十足，正怒目圆睁地瞅着即将出现的靶子，还没疲倦。</span></strong></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;"> </span></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">这几个东西一叠加，就注定了饿了么这一仗势必不好打。</span></section><section style="max-width: 100%; box-sizing: border-box;"><br style="max-width: 100%; box-sizing: border-box;"></section></section></section></section><section class="Powered-by-XIUMI V5" style="max-width: 100%; box-sizing: border-box;"><section class="" style="margin-top: 10px; margin-bottom: 10px; max-width: 100%; box-sizing: border-box; text-align: center;"><section class="" style="max-width: 100%; box-sizing: border-box; display: inline-block;"><section style="max-width: 100%; box-sizing: border-box; width: 2.6em; height: 2.6em; display: inline-block; vertical-align: middle; line-height: 2.6em; border-radius: 50%; background-color: rgb(95, 156, 239);"><section style="margin-top: 0.36em; margin-bottom: 0.35em; margin-left: 0.44em; max-width: 100%; box-sizing: border-box; width: 1.8em; height: 1.8em; line-height: 1.8em; border-radius: 50%; background-color: rgb(255, 255, 255);"><section class="" style="max-width: 100%; box-sizing: border-box; width: 28.7969px; height: 28.7969px;"><section style="max-width: 100%; box-sizing: border-box;">3</section></section></section></section><section style="margin: -0.5em auto 0.3em; max-width: 100%; box-sizing: border-box; width: 0px; border-top-width: 1.1em; border-top-style: solid; border-top-color: rgb(95, 156, 239); border-left-width: 1em !important; border-left-style: solid !important; border-left-color: transparent !important; border-right-width: 1.12em !important; border-right-style: solid !important; border-right-color: transparent !important;"></section></section></section></section><section class="Powered-by-XIUMI V5" style="max-width: 100%; box-sizing: border-box;"><section class="" style="max-width: 100%; box-sizing: border-box;"><section class="" style="padding-right: 25px; padding-left: 25px; max-width: 100%; box-sizing: border-box;"><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; color: rgb(255, 41, 65); box-sizing: border-box !important;">怎么都得负隅顽抗一下，努力一把不是。</span></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;"> </span></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">结果大家都在等着公司什么时候接招时，员工<span style="max-width: 100%; line-height: 22.4px; box-sizing: border-box !important;">「大先生」</span>的枪不小心走了火。</span></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">这下局势就复杂了。</span></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;"> </span></section><p style="max-width: 100%; box-sizing: border-box; clear: both; min-height: 1em; white-space: pre-wrap;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">过了蛮久，一封官方声明才姗姗来迟。</span></p><p style="max-width: 100%; box-sizing: border-box; clear: both; min-height: 1em; white-space: pre-wrap;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;"><br style="max-width: 100%; box-sizing: border-box !important;"></span></p><p style="max-width: 100%; box-sizing: border-box; clear: both; min-height: 1em; white-space: pre-wrap;"></p><p style="max-width: 100%; box-sizing: border-box; clear: both; min-height: 1em; white-space: pre-wrap;"><span style="max-width: 100%; font-size: 14px; line-height: 1.6; box-sizing: border-box !important;"><br style="max-width: 100%; box-sizing: border-box !important;"></span></p><p style="max-width: 100%; box-sizing: border-box; clear: both; min-height: 1em; white-space: pre-wrap;"><span style="max-width: 100%; font-size: 14px; line-height: 1.6; color: rgb(255, 41, 65); box-sizing: border-box !important;">高度重视……</span></p><p style="max-width: 100%; box-sizing: border-box; clear: both; min-height: 1em; white-space: pre-wrap;"><span style="max-width: 100%; font-size: 14px; line-height: 1.6; color: rgb(255, 41, 65); box-sizing: border-box !important;">紧急成立……</span></p><p style="max-width: 100%; box-sizing: border-box; clear: both; min-height: 1em; white-space: pre-wrap;"><span style="max-width: 100%; font-size: 14px; line-height: 1.6; color: rgb(255, 41, 65); box-sizing: border-box !important;">连夜部署……</span></p><p style="max-width: 100%; box-sizing: border-box; clear: both; min-height: 1em; white-space: pre-wrap;"><span style="max-width: 100%; font-size: 14px; line-height: 1.6; color: rgb(255, 41, 65); box-sizing: border-box !important;">致力于推进……</span></p><p style="max-width: 100%; box-sizing: border-box; clear: both; min-height: 1em; white-space: pre-wrap;"><span style="max-width: 100%; font-size: 14px; color: rgb(255, 41, 65); box-sizing: border-box !important;">……</span></p><p style="max-width: 100%; box-sizing: border-box; clear: both; min-height: 1em; white-space: pre-wrap;"><span style="max-width: 100%; font-size: 14px; color: rgb(255, 41, 65); box-sizing: border-box !important;">......</span></p><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;"> </span></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; color: rgb(255, 41, 65); box-sizing: border-box !important;">讲真，幸好是在「两会」期间，这些语气还能接受。</span></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; color: rgb(255, 41, 65); box-sizing: border-box !important;">否则平常，真的是有些接受无能。</span></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;"> </span></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">另外，</span><strong style="max-width: 100%; line-height: 1.6; box-sizing: border-box !important;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">道歉呢？</span></strong></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;"> </span></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">工作人员引导商家虚构地址、上传虚假照片；</span></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">默认无照经营的作坊入驻；</span></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">甚至这些店面疑似「饿了么」自己拥有。</span></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">这些难道都不用道歉吗？</span></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;"> </span></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">所有学过「危机公关」课程的人应该都知道5S原则：</span></section><section style="max-width: 100%; box-sizing: border-box;"><strong style="max-width: 100%; box-sizing: border-box !important;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">承担责任、真诚沟通、速度第一、系统运行、权威证实。</span></strong></section><section style="max-width: 100%; box-sizing: border-box;"> </section><section style="max-width: 100%; box-sizing: border-box;"><strong style="max-width: 100%; box-sizing: border-box !important;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">「危机公关」成功的第一项，就是要主动承担责任。</span></strong></section><section style="max-width: 100%; box-sizing: border-box;"><strong style="max-width: 100%; box-sizing: border-box !important;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">无论谁是谁非，第一时间要摆出承担责任的姿态。</span></strong></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;"> </span></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">「饿了么」没有做到。</span></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; color: rgb(255, 41, 65); box-sizing: border-box !important;">「大先生」试图将责任推给央视，</span></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; color: rgb(255, 41, 65); box-sizing: border-box !important;">官方第一时间发出的声明又暧昧不清。</span></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;"> </span></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">好在，今天下午2点23分，</span></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">一封饿了么CEO张旭豪的内部信对此事再次做出了回应。</span></section><p style="max-width: 100%; box-sizing: border-box; clear: both; min-height: 1em; white-space: pre-wrap;"></p><p style="max-width: 100%; box-sizing: border-box; clear: both; min-height: 1em; white-space: pre-wrap;"><span style="max-width: 100%; font-size: 14px; line-height: 1.6; box-sizing: border-box !important;"><br style="max-width: 100%; box-sizing: border-box !important;"></span></p><p style="max-width: 100%; box-sizing: border-box; clear: both; min-height: 1em; white-space: pre-wrap;"><span style="max-width: 100%; font-size: 14px; line-height: 1.6; box-sizing: border-box !important;">这封信终于让危机公关有了点样子。</span></p><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">不再那么官腔，也不再推卸责任，这样的姿态让人看到了事情改善的可能。</span></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;"> </span></section><section style="max-width: 100%; box-sizing: border-box;"><strong style="max-width: 100%; box-sizing: border-box !important;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">任何公司都会犯错。</span></strong></section><section style="max-width: 100%; box-sizing: border-box;"><strong style="max-width: 100%; box-sizing: border-box !important;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">当出现危机时，态度是一件比什么都重要的事。</span></strong></section><section style="max-width: 100%; box-sizing: border-box;"><br style="max-width: 100%; box-sizing: border-box;"></section></section></section></section><section class="Powered-by-XIUMI V5" style="max-width: 100%; box-sizing: border-box;"><section class="" style="margin-top: 10px; margin-bottom: 10px; max-width: 100%; box-sizing: border-box; text-align: center;"><section class="" style="max-width: 100%; box-sizing: border-box; display: inline-block;"><section style="max-width: 100%; box-sizing: border-box; width: 2.6em; height: 2.6em; display: inline-block; vertical-align: middle; line-height: 2.6em; border-radius: 50%; background-color: rgb(95, 156, 239);"><section style="margin-top: 0.36em; margin-bottom: 0.35em; margin-left: 0.44em; max-width: 100%; box-sizing: border-box; width: 1.8em; height: 1.8em; line-height: 1.8em; border-radius: 50%; background-color: rgb(255, 255, 255);"><section class="" style="max-width: 100%; box-sizing: border-box; width: 28.7969px; height: 28.7969px;"><section style="max-width: 100%; box-sizing: border-box;">4</section></section></section></section><section style="margin: -0.5em auto 0.3em; max-width: 100%; box-sizing: border-box; width: 0px; border-top-width: 1.1em; border-top-style: solid; border-top-color: rgb(95, 156, 239); border-left-width: 1em !important; border-left-style: solid !important; border-left-color: transparent !important; border-right-width: 1.12em !important; border-right-style: solid !important; border-right-color: transparent !important;"></section></section></section></section><section class="Powered-by-XIUMI V5" style="max-width: 100%; box-sizing: border-box;"><section class="" style="max-width: 100%; box-sizing: border-box;"><section class="" style="padding-right: 25px; padding-left: 25px; max-width: 100%; box-sizing: border-box;"><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">总的来说，公关能力还是跟公司大小之间有着正相关的关系。</span></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; color: rgb(255, 41, 65); box-sizing: border-box !important;">车易拍第一时间发出的公关稿，除了「极其失败」，几乎没有其他的词可以形容。</span></section><p style="max-width: 100%; box-sizing: border-box; clear: both; min-height: 1em; white-space: pre-wrap;"><br style="max-width: 100%; box-sizing: border-box !important;"></p><p style="max-width: 100%; box-sizing: border-box; clear: both; min-height: 1em; white-space: pre-wrap; text-align: center;"><br style="max-width: 100%; box-sizing: border-box !important;"></p><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;"> </span></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">高度重视</span></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">………….哎</span></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;"> </span></section><p style="max-width: 100%; box-sizing: border-box; clear: both; min-height: 1em; white-space: pre-wrap;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">整篇声明读下来，就</span><span style="max-width: 100%; font-size: 14px; line-height: 1.6; box-sizing: border-box !important;">是在为自己的行为找一个推脱的借口。</span></p><p style="max-width: 100%; box-sizing: border-box; clear: both; min-height: 1em; white-space: pre-wrap;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;"> </span></p><p style="max-width: 100%; box-sizing: border-box; clear: both; min-height: 1em; white-space: pre-wrap;"><span style="max-width: 100%; font-size: 14px; line-height: 22.4px; box-sizing: border-box !important;">但是，</span></p><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; color: rgb(255, 41, 65); box-sizing: border-box !important;">在大多数舆论危机被突然引爆，大众批判情绪高昂的情况下，</span></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; color: rgb(255, 41, 65); box-sizing: border-box !important;">第一时间要做的只有「道歉」。</span></section><section style="max-width: 100%; box-sizing: border-box;"> </section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">无论谁对谁错，除了道歉和表决心整改之外，就不要为自己找借口了。</span></section><section style="max-width: 100%; box-sizing: border-box;"><strong style="max-width: 100%; box-sizing: border-box !important;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">消费者没有耐心去听其他东西，所以这些借口从来不会有效。</span></strong></section><section style="max-width: 100%; box-sizing: border-box;"><strong style="max-width: 100%; box-sizing: border-box !important;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">相反，它们可能还会酿成另一波「次生灾害」。</span></strong></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;"> </span></section><section style="max-width: 100%; box-sizing: border-box;"><strong style="max-width: 100%; box-sizing: border-box !important;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">当大众情绪平复之后，再与他们理性沟通，将真实想法说出来。</span></strong></section><section style="max-width: 100%; box-sizing: border-box;"><strong style="max-width: 100%; box-sizing: border-box !important;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">那个时候，人们的心情已经平复，传播的效果一定会更好一些。</span></strong></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;"> </span></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">和「饿了么」一样，直到今天上午10点19分，</span></section><p style="max-width: 100%; box-sizing: border-box; clear: both; min-height: 1em; white-space: pre-wrap;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">「车易拍」的第二份声明终于提及了「郑重道歉」的字眼。</span></p><p style="max-width: 100%; box-sizing: border-box; clear: both; min-height: 1em; white-space: pre-wrap;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;"><br style="max-width: 100%; box-sizing: border-box !important;"></span></p><p style="max-width: 100%; box-sizing: border-box; clear: both; min-height: 1em; white-space: pre-wrap;"></p><p style="max-width: 100%; box-sizing: border-box; clear: both; min-height: 1em; white-space: pre-wrap;"><span style="max-width: 100%; font-size: 14px; line-height: 1.6; color: rgb(255, 41, 65); box-sizing: border-box !important;">所以，之前顽抗这么久，找骂无数，值得吗？</span><br style="max-width: 100%; box-sizing: border-box !important;"></p><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">从来没有哪个企业在舆论危机爆发之后不道歉的。</span></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;"> </span></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">很多企业侥幸地想着能不道歉就不道歉，道歉就证明自己错了，会使危机变得更大。</span></section><section style="max-width: 100%; box-sizing: border-box;"><strong style="max-width: 100%; box-sizing: border-box !important;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">但其实错了，以最快的速度道歉才是平复危机最好的办法。</span></strong></section><section style="max-width: 100%; box-sizing: border-box;"><br style="max-width: 100%; box-sizing: border-box;"></section></section></section></section><section class="Powered-by-XIUMI V5" style="max-width: 100%; box-sizing: border-box;"><section class="" style="margin-top: 10px; margin-bottom: 10px; max-width: 100%; box-sizing: border-box; text-align: center;"><section class="" style="max-width: 100%; box-sizing: border-box; display: inline-block;"><section style="max-width: 100%; box-sizing: border-box; width: 2.6em; height: 2.6em; display: inline-block; vertical-align: middle; line-height: 2.6em; border-radius: 50%; background-color: rgb(95, 156, 239);"><section style="margin-top: 0.36em; margin-bottom: 0.35em; margin-left: 0.44em; max-width: 100%; box-sizing: border-box; width: 1.8em; height: 1.8em; line-height: 1.8em; border-radius: 50%; background-color: rgb(255, 255, 255);"><section class="" style="max-width: 100%; box-sizing: border-box; width: 28.7969px; height: 28.7969px;"><section style="max-width: 100%; box-sizing: border-box;">5</section></section></section></section><section style="margin: -0.5em auto 0.3em; max-width: 100%; box-sizing: border-box; width: 0px; border-top-width: 1.1em; border-top-style: solid; border-top-color: rgb(95, 156, 239); border-left-width: 1em !important; border-left-style: solid !important; border-left-color: transparent !important; border-right-width: 1.12em !important; border-right-style: solid !important; border-right-color: transparent !important;"></section></section></section></section><section class="Powered-by-XIUMI V5" style="max-width: 100%; box-sizing: border-box;"><section class="" style="max-width: 100%; box-sizing: border-box;"><section class="" style="padding-right: 25px; padding-left: 25px; max-width: 100%; box-sizing: border-box;"><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">一边看315晚会，一边在想国内有什么好的公关案例可供参考。</span></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;"> </span></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">本科毕业论文写的就是「危机公关」，当时找了100个案例做内容分析。</span></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">一轮分析下来，发现做得好的很少，做得特别好的凤毛麟角。</span></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;"> </span></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">但昨晚突然想到，如果跳脱企业的限制，高晓松的案例堪称经典。</span></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;"> </span></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; color: rgb(255, 41, 65); box-sizing: border-box !important;">当我们现在看《奇葩说》、看《晓松奇谈》、听高晓松调侃自己是「矮大紧」、在微博上狂发自拍不遗余力「恶心」大家时，</span></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; color: rgb(255, 41, 65); box-sizing: border-box !important;">有多少人能记起他曾经遭遇过一场不算小的个人危机？</span></section><section style="max-width: 100%; box-sizing: border-box;"> <iframe class="video_iframe" height="502.5" width="670" frameborder="0" src="http://v.qq.com/iframe/player.html?vid=7fDYNyfWNx5&width=670&height=502.5.5&auto=0" allowfullscreen="" scrolling="no" style="max-width: 100%; display: block; z-index: 1; overflow: hidden; box-sizing: border-box !important; width: 670px !important; height: 502.5px !important;"></iframe><span style="max-width: 100%; font-size: 14px; line-height: 1.6; box-sizing: border-box !important;">当时，这事儿的严重程度，可比现在这些危机都大得多。</span></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; color: rgb(255, 41, 65); box-sizing: border-box !important;">无论电视、纸媒还是网站都进行了长篇累牍的报道，甚至通过长时间现场直播的方式扩大事件影响。</span></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;"> </span></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">但高晓松当晚在事故现场，第一时间就表达了道歉之意。</span></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">第二天开说明会时，大幅度鞠躬，一连说了12次对不起，更是留下了「对不起，永不酒驾」的白纸黑字。</span></section><section style="max-width: 100%; box-sizing: border-box;"> </section><section style="max-width: 100%; box-sizing: border-box;"><strong style="max-width: 100%; box-sizing: border-box !important;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">这一连串的行为，安抚了大众的情绪，使自己有了更多的应对空间。</span></strong></section><p style="max-width: 100%; box-sizing: border-box; clear: both; min-height: 1em; white-space: pre-wrap;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">在随后的庭审过程中，他也非常清晰地表达了承担责任的意向。</span></p><p style="max-width: 100%; box-sizing: border-box; clear: both; min-height: 1em; white-space: pre-wrap;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;"><br style="max-width: 100%; box-sizing: border-box !important;"></span></p><p style="max-width: 100%; box-sizing: border-box; clear: both; min-height: 1em; white-space: pre-wrap;"><iframe class="video_iframe" height="502.5" width="670" frameborder="0" src="http://v.qq.com/iframe/player.html?vid=7KEawtBFokk&width=670&height=502.5.5&auto=0" allowfullscreen="" scrolling="no" style="max-width: 100%; display: block; line-height: 1.6; z-index: 1; overflow: hidden; box-sizing: border-box !important; width: 670px !important; height: 502.5px !important;"></iframe><strong style="max-width: 100%; line-height: 1.6; box-sizing: border-box !important;"><span style="max-width: 100%; font-size: 14px; line-height: 1.6; box-sizing: border-box !important;">庭审之后，媒体纷纷用「四个愿意」作为标题报道这一事件，危机成功止损。</span></strong></p><section style="max-width: 100%; box-sizing: border-box;"> </section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">由于法官「顶格」宣判，量刑很重，律师建议上诉。</span></section><section style="max-width: 100%; box-sizing: border-box;"><strong style="max-width: 100%; box-sizing: border-box !important;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">但在听完分析后，高晓松表示「坚决不上诉」，并由助理代为更新微博，表示「不上诉，再次抱歉：对不起……」</span></strong></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;"> </span></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">与此同时，律师出具了一份证据：</span></section><p style="max-width: 100%; box-sizing: border-box; clear: both; min-height: 1em; white-space: pre-wrap;"><span style="max-width: 100%; font-size: 14px; color: rgb(255, 41, 65); box-sizing: border-box !important;">高晓松的朋友张亚东和小柯，证明高晓松平时喝酒都找别人代驾。</span></p><p style="max-width: 100%; box-sizing: border-box; clear: both; min-height: 1em; white-space: pre-wrap;"><span style="max-width: 100%; font-size: 14px; color: rgb(255, 41, 65); box-sizing: border-box !important;"><br style="max-width: 100%; box-sizing: border-box !important;"></span></p><p style="max-width: 100%; box-sizing: border-box; clear: both; min-height: 1em; white-space: pre-wrap;"><span style="max-width: 100%; font-size: 14px; color: rgb(255, 41, 65); box-sizing: border-box !important;"></span></p><p style="max-width: 100%; box-sizing: border-box; clear: both; min-height: 1em; white-space: pre-wrap;"><strong style="max-width: 100%; line-height: 1.6; box-sizing: border-box !important;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;"><br style="max-width: 100%; box-sizing: border-box !important;"></span></strong></p><p style="max-width: 100%; box-sizing: border-box; clear: both; min-height: 1em; white-space: pre-wrap;"><strong style="max-width: 100%; line-height: 1.6; box-sizing: border-box !important;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">危机情况下，自己说话的可信性大幅降低，寻找第三方代为发声，让话语有了说服力。</span></strong></p><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">从这一刻开始，舆论的风向逐渐扭转。</span></section><section style="max-width: 100%; box-sizing: border-box;"> </section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">刑满释放后，高晓松履行自己的诺言，拍摄了拒绝酒驾的宣传片。</span></section><p style="max-width: 100%; box-sizing: border-box; clear: both; min-height: 1em; white-space: pre-wrap;"><br style="max-width: 100%; box-sizing: border-box !important;"></p><p style="max-width: 100%; box-sizing: border-box; clear: both; min-height: 1em; white-space: pre-wrap;"><iframe class="video_iframe" height="502.5" width="670" frameborder="0" src="http://v.qq.com/iframe/player.html?vid=e0177whp4n2&width=670&height=502.5.5&auto=0" allowfullscreen="" scrolling="no" style="max-width: 100%; display: block; z-index: 1; overflow: hidden; box-sizing: border-box !important; width: 670px !important; height: 502.5px !important;"></iframe><strong style="max-width: 100%; box-sizing: border-box !important;"><span style="max-width: 100%; font-size: 14px; line-height: 1.6; box-sizing: border-box !important;">至此，高晓松在短时间内成功完成了「安抚—止损—修复」的系列动作。</span></strong></p><p style="max-width: 100%; box-sizing: border-box; clear: both; min-height: 1em; white-space: pre-wrap;"><span style="max-width: 100%; font-size: 14px; line-height: 1.6; box-sizing: border-box !important;"><br style="max-width: 100%; box-sizing: border-box !important;"></span></p><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">今天回过头看，他的演艺生涯并没有因此受到影响。</span></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">相反，他的身上还多了「勇于担责」这样的正面标签。</span></section><section style="max-width: 100%; box-sizing: border-box;"><br style="max-width: 100%; box-sizing: border-box;"></section></section></section></section><section class="Powered-by-XIUMI V5" style="max-width: 100%; box-sizing: border-box;"><section class="" style="margin-top: 10px; margin-bottom: 10px; max-width: 100%; box-sizing: border-box; text-align: center;"><section class="" style="max-width: 100%; box-sizing: border-box; display: inline-block;"><section style="max-width: 100%; box-sizing: border-box; width: 2.6em; height: 2.6em; display: inline-block; vertical-align: middle; line-height: 2.6em; border-radius: 50%; background-color: rgb(95, 156, 239);"><section style="margin-top: 0.36em; margin-bottom: 0.35em; margin-left: 0.44em; max-width: 100%; box-sizing: border-box; width: 1.8em; height: 1.8em; line-height: 1.8em; border-radius: 50%; background-color: rgb(255, 255, 255);"><section class="" style="max-width: 100%; box-sizing: border-box; width: 28.7969px; height: 28.7969px;"><section style="max-width: 100%; box-sizing: border-box;">6</section></section></section></section><section style="margin: -0.5em auto 0.3em; max-width: 100%; box-sizing: border-box; width: 0px; border-top-width: 1.1em; border-top-style: solid; border-top-color: rgb(95, 156, 239); border-left-width: 1em !important; border-left-style: solid !important; border-left-color: transparent !important; border-right-width: 1.12em !important; border-right-style: solid !important; border-right-color: transparent !important;"></section></section></section></section><section class="Powered-by-XIUMI V5" style="max-width: 100%; box-sizing: border-box;"><section class="" style="max-width: 100%; box-sizing: border-box;"><section class="" style="padding-right: 25px; padding-left: 25px; max-width: 100%; box-sizing: border-box;"><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">所以，</span></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">昨天315不幸中枪的企业，或许真的应该复盘一下高晓松的危机公关过程。</span></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;"> </span></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; color: rgb(255, 41, 65); box-sizing: border-box !important;">老祖宗曾经撂过一句话，颇有哲理：「以退为进」。</span></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; color: rgb(255, 41, 65); box-sizing: border-box !important;">退一步，给自己找一片「海阔天空」。</span></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;"> </span></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">饿了么、车易拍和高晓松这三个案例告诉我们：</span></section><section style="max-width: 100%; box-sizing: border-box;"><strong style="max-width: 100%; box-sizing: border-box !important;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">危机后，要第一时间道歉，并承担责任。</span></strong></section><section style="max-width: 100%; box-sizing: border-box;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;"> </span></section><p style="max-width: 100%; box-sizing: border-box; clear: both; min-height: 1em; white-space: pre-wrap;"><strong style="max-width: 100%; box-sizing: border-box !important;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">毕竟，<br style="max-width: 100%; box-sizing: border-box !important;"></span></strong><strong style="max-width: 100%; box-sizing: border-box !important;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">错误只能代表过去，态度才能代表未来。</span></strong></p><p style="max-width: 100%; box-sizing: border-box; clear: both; min-height: 1em; white-space: pre-wrap;"><strong style="max-width: 100%; box-sizing: border-box !important;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;"><br style="max-width: 100%; box-sizing: border-box !important;"></span></strong></p><p style="max-width: 100%; box-sizing: border-box; clear: both; min-height: 1em; white-space: pre-wrap; line-height: 25.6px; text-align: center;"><strong style="max-width: 100%; box-sizing: border-box !important;"><span style="max-width: 100%; font-size: 14px; box-sizing: border-box !important;">- END -</span></strong></p></section></section></section></section><p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; box-sizing: border-box !important;"><br style="max-width: 100%; box-sizing: border-box !important;"></p><blockquote style="padding-left: 10px; max-width: 100%; border-left-width: 3px; border-left-style: solid; border-left-color: rgb(219, 219, 219); line-height: 25.6px; box-sizing: border-box !important;"><p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; line-height: 23.2727px; box-sizing: border-box !important;"><span style="max-width: 100%; line-height: 23.2727px; font-size: 14px; box-sizing: border-box !important;"><span style="max-width: 100%; line-height: 25.6px; color: rgb(136, 136, 136); box-sizing: border-box !important;">转载自微信公众号“ Emarketing”（ emarketing0506），作者：E先僧。</span><span style="max-width: 100%; line-height: 1.6; color: rgb(136, 136, 136); box-sizing: border-box !important;">本文已获转载授权，版权归原作者所有，如需转载本文请联系原公众号作者！</span></span></p></blockquote></div><p></p>315晚会落幕，看各家公关救火姿势！赢家居然是它！！！
http://mp.weixin.qq.com/s?__biz=MjM5OTI5MTczNA==&mid=403369840&idx=1&sn=d9e272c35ca3329d5c5f2e66be6248b5&scene=1&srcid=0316TfdT1DxGr7u6UNMjwiMe#rd<p></p>“3.15” 被点名品牌和相爱相杀的竞品，公关表现如何了？
http://www.digitaling.com/articles/23222.html<p></p>3·15 危机公关哪家强？我们为你总结了这些品牌的回应
http://www.digitaling.com/articles/23221.html<p></p>公关危机？看看乔布斯当年是如何神逆转的
http://www.meihua.info/a/66281<p></p>再说 315：被流氓欺负了，你就是好人吗？
http://www.digitaling.com/articles/23269.html<p></p>
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