We have a client with angry customers. Really angry customers.
They are angry because they had unsubscribed from our client’s emails, and yet kept seeing our client in their Gmail inboxes.
“Enough!” They cried. “Stop spamming us with emails!”
Our client email and customer support teams dug in. They investigated. They researched. They scratched their heads. What was going on?
Finally, they connected with broader teams, and eventually this came to our desks.
We’re the supporting agency for this particular client’s Shopping Ads, and immediately we suspected that this was due to a campaign type Google had created a couple of years prior: Smart Shopping Campaigns.
After back and forth with Google (email from that correspondence shared below), we confirmed that this was indeed what was happening.
Perhaps you’ve seen the same thing with your own customers? If that’s the case, and you’re using Discovery, Smart Shopping, or Performance Max campaigns, then you may have the same issue.
The problem
What’s really happening here? Is Google Ads actually sending emails to customers?
Well, no (at least, I don’t believe so).
They’re Gmail ads, more than likely landing in the Promotions tab (based on the layout of your inbox), but the friction seems to come about when these ads fall into the inboxes of the non-techy people who are uninitiated into the complex cult of digital marketing nomenclature.
Here’s what I believe is happening: customers unsubscribe from a brand email account, and then...
Read Full Story: https://searchengineland.com/gmail-ads-showing-unsubscribes-379985
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