Negative feedback isn’t always a bad thing. Sometimes it presents a great opportunity to do something remarkable for your customers.
For example, when Chef Boyardee got rid of their cans with pop-top lids to save a little money, they didn’t realize it would be such a disappointment to their fans. But after bringing back the pop-top lids, Chef Boyardee didn’t stay quiet about it.
Chef Boyardee created an entire campaign by reaching out to fans on social media and sending them cans of ravioli. They even made a hashtag, #poptopsareback.
It may seem like an insignificant change to their product, but to their customers, it was a big deal. Most companies wouldn’t draw attention to a mistake like this. Chef Boyardee listened, made it right, and then made a big deal about earning back those fans. That’s how you earn loyal customers and word of mouth.