The cost of doing business is an ebb-and-flow affair that requires diligence and vigilance to understand what the market is doing and what consumers want. With the internet accessible by everyone, consumers can leave comments about your product, company, and customer service for good or bad. Good consumer feedback will help sales improve. Poor consumer feedback can tank sales and even put your company out of business (learn more: http://blog.whitesharkmedia.com/typical-complaints-from-white-shark-media-clients-and-how-we-make-sure-they-never-happen-again).
White Shark Media is not immune from how business gets done. However, they are a company who has taken the consumer concerns to heart and endeavored to make a difference based on the feedback of their customers. As a Google Adwords Premier SMB, White Shark Media helps their clients reach a broader base of consumers by creating key works and helping them achieve a more positive internet presence.
When White Shark Media customers complain, however, that they do not understand all the ins-and-outs of the reports White Shark produces, this was an opportunity for White Shark to improve their own positive image. They listened to their own customers and created more information of output, and made it understandable to their customer base.
Some of the White Shark customers also felt that communication was not good enough. That is never a good thing to hear from your customers. White Shark is a consultancy agency so if customers do not have enough communication with their representative at White Shark, this could drive clients away and put them out of business.
White Shark Media decided to make some changes. They implemented a monthly one-on-one client-to-contact meeting.
They use the online forum GoToMeeting allowing the two parties to share face time and go over everything that is going on. White Shark also changed their phone structure to make each customer’s contact person readily available.
White Shark Media customers also expressed concerns about many other areas including not having a strong contact person after signing up, and also not being able to track the Adwords accounts or number of phone calls coming in from customers.
White Shark heard the concerns and made all the necessary changes to aid their customers success. White Shark listens to their customers and adapts to succeed in business.
Additional details can be found at: http://www.podnutz.com/forums/viewtopic.php?f=20&t=9816