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Recently, J&T Express has been dissatisfied with a large number of users and refused to use express delivery services because of an arrogant reply "J&T has no shortage of resources". Many netizens even remarked "J&T Express, all will be rejected" at the merchant, and even said that if they dare to send J&T Express, they will return and refuse to accept it for no reason within seven days. The resulting chain reaction is that the stock price of J&T Express fell sharply**, falling 10% directly on the opening day. This series of operations of J&T Express has caused huge losses, and at the same time, it has also brought innocent troubles to merchants, who have to temporarily switch to other express services, which has virtually increased the cost and workload. Although J&T Express later came forward to explain, claiming that the reply was not released by the official account and had been reported to **, netizens did not seem to be satisfied with its response. Some netizens said that before ** caught the suspect and clarified the truth of the incident, he would always refuse to accept J&T Express, and said that J&T Express did not lack a user for him. Some netizens said that it is their right to change the spokesperson of J&T Express, and it is also their right to refuse to use J&T Express. So, why has J&T Express come forward to clarify, and there are still so many netizens who are unwilling to forgive? I think the reason is that J&T Express did not directly respond to netizens' questions, but responded to some content that had nothing to do with the incident, and this way of answering was really a suicide in public relations. Although there are also some netizens who still have a positive impression of J&T Express and do not agree with the negative evaluation that everyone said, J&T Express may not be able to afford financial compensation if it cannot terminate the contract, and Messi's commercial value still exists, so J&T Express hopes to delay time until the results of the investigation come out, so that they can escape this crisis. Judging from the coping strategy of J&T Express, it is obvious that the response is too slow, the sense of crisis is not strong, and it did not respond to the questions of netizens in the first time, which led to continuous fermentation, and even did not respond positively to the problem when replying, which led to the current situation. Now the IP address can be tracked, I only hope that the investigation results of ** will not find out that it is an employee of J&T Express, otherwise the consequences will be unimaginable. What do you think about this event? Feel free to leave a message in the comment area.
J&T Express's apology did not receive a satisfactory response from users, which caused more questions and dissatisfaction. On the one hand, some netizens feel that J&T Express's apology does not really solve the problem, does not answer the concerns and demands of netizens, and lacks a clear attitude and solution to the follow-up of the express delivery rejected by users. On the contrary, their response is more about avoiding the original problem and avoiding responsibility. On the other hand, some netizens were a little skeptical about J&T Express's apology. They believe that J&T Express did not come forward for a long time, and did not choose to apologize until the stock price ** and the pressure on users to refuse to accept express delivery increased, such an apology seemed not sincere enough, and they were forced to make a move. They believe that if J&T Express is really sorry for the user's dissatisfaction, why not respond to the user's question as soon as possible after the accident? This will not lead to further escalation and escalation of the situation. Some netizens directly questioned the true intentions of J&T Express, believing that J&T Express's apology was only for the sake of interests, in order to restore the trust of users and relieve pressure, rather than sincere remorse.
Many netizens still expressed dissatisfaction and boycott after learning of J&T Express's apology. They believe that J&T Express's sentence "J&T has no shortage of resources" directly stepped on the user's tail, showing arrogance and disrespect for the user's attitude, which is an insult to the user. Although J&T Express has apologized, netizens said that they will not forgive easily unless they see real change and sincerity. Therefore, they chose to refuse to receive J&T Express, and expressed their dissatisfaction and ** by giving bad reviews, ** relevant information, etc. Some merchants have also expressed their support for users' boycott actions and are actively looking for other express delivery services to replace J&T Express to meet the needs of users.
Judging from J&T Express's response strategy, their crisis awareness and public relations response are relatively weak. First of all, at the first time after the incident, J&T Express did not immediately respond to user questions, which led to further fermentation. Second, when they finally came forward to apologize, they didn't really respond to the user's concerns, but shirked responsibility. This made users doubt the sincerity of the apology and expressed dissatisfaction and resistance. For such a large enterprise, it is even more necessary to have a sound crisis management mechanism and public relations strategy, a clear attitude and solutions, in order to better deal with the crisis and win the trust of users.
I think that as a courier company, J&T Express should be more cautious and sensitive in the face of user doubts. In the era of Twitter, at the cost of speech turmoil, it often brings incalculable losses to enterprises. When users raise questions and dissatisfaction, enterprises should respond in a timely manner, answer users' questions, and convey the sincerity and care of enterprises through a sincere attitude. Instead of treating users in an arrogant and negative way, this will only exacerbate the conflict and hurt the corporate image. In addition, in the face of a crisis, companies need to respond quickly and come forward to clarify rumors in a timely manner to prevent the crisis from further developing. For a long time, consumers not only pay attention to the speed and safety of the service, but also pay more attention to the attitude and reputation of the express company when choosing express delivery services. Therefore, express companies should always maintain humility and professionalism, be guided by the needs of users, and provide better services. Only in this way can we be invincible in the fierce market competition and win the recognition and trust of users.
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