Столкнулся с волной негатива от американских клиентов. Критикуют все подряд, оставляют злые отзывы. Как правильно реагировать на хейт? Может, есть опыт у кого-то, как с этим справляться?
Had a similar situation last year with an e-commerce client. Their email campaigns were getting hammered - unsubscribes through the roof and complaints everywhere. We split their list based on how engaged people were and set up different automated flows for each group. The pissed-off customers got gentler, more understanding emails while happy customers kept getting the usual promotional stuff. Open rates bounced back in three weeks and complaints dropped 60%.
We had a SaaS client breaking into the US market, and negative feedback kept hitting the same pain points we’d totally missed in our messaging. Rather than just doing damage control, we turned those complaints into a whole content pillar focused on implementation concerns. Created FAQ-style content that tackled real objections head-on - ended up being our best converting bottom-funnel asset.
Had this exact thing happen with a Facebook campaign targeting US audiences - ad comments went toxic within hours. Instead of pausing the campaign, we treated the negative feedback like free market research. We pulled the most common complaints from comments, rewrote our landing page to tackle those pain points head-on, and updated the ad creative to address concerns upfront. CPA dropped 35% because we stopped guessing and started responding to actual objections.
Had a product recall blow up on Twitter - sentiment went through the roof. At first we defended against every complaint, which made things way worse. Game changer was when we stopped arguing and started listening to what people were actually upset about. Then we tackled those real issues head-on instead of giving corporate BS responses. Our engagement rate actually went up because people appreciated the honesty.