In response to the public opinion case of "51 Credit Card", let's take a look at how 51 Credit Card responded. What inspirations does it bring to banks’ public opinion work?
Review of the incident
On October 21, Qianjiang Evening News received a report that multiple police cars entered the 51 Credit Card Office Building in Xixi, Hangzhou for unknown reasons. After the news was exposed, it quickly detonated the Internet, and the cause of the case became the focus of discussion among netizens. Regarding the 51 credit card incident, there are various speculations, including crawler violations, high-pressure crackdowns on "routine loans", etc.
Looking back at the 51 credit card-related incident, this is not the first time it has been investigated. In March 2019, "Send You Flowers" operated by Beijing Dingli Chuangshi Technology Co., Ltd., a wholly-owned subsidiary of 51 Credit Card, was exposed at the CCTV 315 party because it was diverted by the "714 anti-aircraft gun". In early July, 51 people were criticized on the official website of the Ministry of Industry and Information Technology for collecting personal information without users’ consent. Coupled with this police raid, netizens quickly started to make assumptions, and negative public opinion escalated. The growing panic among investors may be the biggest crisis for 51 Credit Card in the near future.
Media Focus
Assessment of Public Opinion Response
Revelation of Bank Public Opinion
First, establish and improve a public opinion handling mechanism. Clarify the responsibilities of each department in reputation risk management to ensure that after negative public opinion occurs, the situation must be understood in the shortest time and reported quickly, so as to gain more time for properly handling negative public opinion. It is necessary to organize relevant personnel to formulate response measures, organize online responses, correctly guide public opinion, and at the same time quickly and proactively contact the parties to understand the real demands of customers, help customers solve problems, and eliminate the source of risks.
Fourth, take the initiative, make good use of the "double-edged sword", and conduct positive marketing. The media boom creates challenges and opportunities for banks’ reputations. Banks should seize the opportunity and give full play to the positive role of the media. To ensure information transparency, commercial banks can use the media to promptly disclose the progress of public opinion handling to the public, take the initiative to restore the truth, or do daily publicity to form a positive reputation and create a good image; they can actively use the Internet publicity position to give full play to the "two micro and one end" Advantages, through various positive publicity or online and offline activities, create a good public opinion atmosphere and make it a long-term asset of the brand. At the same time, we actively use the convenience of the media to carry out public opinion monitoring and prevention, and nip negative public opinions in the cradle.
The fifth is to trace the root cause and treat both the symptoms and the root causes. In the face of negative public opinion, banks should not only be proactive externally, but also fundamentally reflect on and solve problems. Use the thinking of drawing inferences from one instance and combine with daily public opinion, letters and visits, and complaints to take drastic measures to solve and correct the exposed problems. It is necessary to fundamentally improve internal control, ensure business compliance in terms of process, provide good customer service in terms of attitude, and strengthen the media literacy of grassroots employees through training, public opinion response drills, etc. From top to bottom, banks must strengthen their awareness of reputational risks, enhance media response capabilities, speak out rationally to maintain their public image, avoid intensification of conflicts, and maintain the good reputation of the banking industry.
(Comprehensive compilation by Qilu) Related questions and answers: How does 51 Credit Card Manager repay the loan?
51 Credit Card Manager reads user billing information through the bound billing email address. The user only needs to bind the billing email address to the system or send an email to the specified address, and the billing information will be automatically Synchronized in 51 Credit Card Manager. 51 Credit Card Manager has four versions: iPhone, Android, WP and web. Here we take the latest iPhone client 51 Credit Card Manager as an example: 1. Log in. There are 4 ways to log in to 51 Credit Card Manager. You can use Weibo, QQ, or 51 Credit Card Manager accounts to log in with the email address used to receive credit card bills (if the credit card bill sending method is not set to send to the mailbox, you will not receive the email. You need to call the bank customer service to modify it, or Go to credit card online banking to make changes). If you directly log in to 51 Credit Card Manager using your billing email address, you cannot log out directly when logging in. The user needs to bind a 51 account to log out. Please pay attention to this. 2. After logging in, there is a demo of credit card information. Here you need to click the menu button with three horizontal lines in the upper left corner. 3. Enter the menu of the software to add the email address for receiving credit card bills. 4. Click "Import Email Bill". 5. Add your email address and password to log in to your email. 6. Then the software will start to receive bills in the mailbox. 7. The repayment amount and repayment date of the credit card will be displayed to remind the user on which day to repay.