Startup Commentary”Why did Sam’s Reputation Suddenly Collapse?”
Sam’s “persona collapse” is a trust crisis triggered by the imbalance between scale expansion, strategic adjustment, and users’ emotional needs. For entrepreneurs, this incident warns us that business rationality needs to be combined with users’ emotional needs, scale expansion needs to be based on quality and trust, and the brand’s “persona” is essentially users’ long – term recognition of its value – any adjustment that deviates from this recognition may trigger the risk of “persona collapse”.