近年来，随着消费者维权意识的增强，投诉量也逐年上升，在不少消费者的投诉问题得到调解的同时，消费者过度维权也呈上升趋势。一些消费者借“维权”之名实施过激行为已经成了许多商家的“品牌之痛”。

尤其是在自媒体越来越发达的今天，一些过度维权的案例有可能一夜之间给品牌美誉度带来巨大冲击。品牌在遭遇过度维权行为时如何应对消费者，如何应对媒体，对于化解危机维护品牌形象至关重要。中国欧盟商会邀请新华社和中央电视台前记者、现资深诉讼律师郭庆从公关传播与法律角度结合行业案例对此话题进行分享。

本次活动语言为中文。

会议日程

9:30 - 10: 00 签到

10:00 - 10:10 工作组代表致欢迎辞

10:10 - 10:50 主题演讲

10:50 - 11:50 问答

In recent years, consumers’ awareness of rights-protection has been increasing together with the number of complaints received by relevant authorities and organisations. While many legitimate consumer complaints have been successfully resolved, there is an increasing number of consumers improperly protect their rights with inappropriate, violent or aggressive acts. Such acts have become headaches for many brands.

With user-generated content gaining much more influence, some cases of improperly consumer activism can damage brands’ reputation significantly overnight. When such improper protection of consumer rights affects brands, the communication strategy to deal with consumers and media is vital to protect a brand’s reputation and defuse crisis. The European Chamber is delighted to invite Ms. Catherine Guo, Senior Partner at King & Capital Law Firm, and former Journalist from Xinhua and CCTV, to present on this topic from both public relations and legal perspectives.

This event is jointly organised by Marketing and Communications Forum, Legal and Competition Working Group (WG), Automotive WG, Cosmetics WG, Paediatric Nutrition Desk, Food for Special Medical Purposes Advisory Committee and Cheese Industry Desk.

Agenda:

9:30 - 10: 00 Registration

10:00 - 10:10 Welcome remarks

10:10 - 10:50 Presentation

10:50 - 11:50 Q&A

Views expressed by invited speakers do not necessarily reflect the opinions or position of the European Union Chamber of Commerce in China

Speakers

Ms. Catherine Guo

Partner of Anli Law Firm

Ms. Catherine Guo

Partner of Anli Law Firm

View speaker details

Catherine is a specialist in Chinese litigation laws. She has been concentrating on commercial dispute resolution and her clients include Inter-government Organisation, companies and individuals from more than a dozen countries, She has been ranked in the field of of Dispute Resolution - Litigation by Chambers Global and Chambers Asia Pacific continuously from 2020 to 2023 and has been listed among Top 15 Litigators of the Year 2022 by Asian Legal Business (ALB) and China Top 15 Lawyers - Automobile & Manufacturing by LegalBand.

Catherine started her lawyer’s career in King and Capital in 2003. She was recommended by the Chinese Ministry of Justice and selected by The Law Society of England and Wales to participate in a 10-month Lord Chancellor's Training Scheme for young Chinese lawyers in London in 2010. Before beginning her legal practice, Catherine had worked as a journalist in the Xinhua News Agency and China Central Television (CCTV) for 10 years.

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