In a recent company blog the White Shark Media company admitted that they have had both compliments and complaints over the years they have thus far been in business. They believe that their mistakes have made them a better company. They report that they take complaints as constructive criticism.
They recently proved that by addressing some of these issues. In a recent blog they listed some past common complaints and what they done to solve the problems. Here are some examples:
One customer said he had lost touch with his AdWords campaigns.
WSM said that now they will thoroughly explain all the details of their new campaigns.
Another customer did not feel there was enough quality communication.
WSM now provides scheduled monthly status calls with the GoTomeeting application. They also now permit clients to make a direct call to their contact person.
Customers have also said that their old campaigns were doing better than the newer ‘Optimized’ campaigns.
According to Glassdoor, White Shark Media has put more of a priority on making certain that they always utilize the “successful aspects” of existing campaigns. They now have experienced supervisors providing feedback on and supervising every account. Supervisors work with a maximum of only five SEM strategists providing more expert and individualized attention.
The company’s clientele also sometimes requests SEO services.
White Shark Media acknowledges that while they don’t presently officially offer said services, they are willing to review and evaluate all SEO proposals in order to ensure their customers don’t lose money with any specific SEO vendor.
There were also customers who felt that while they were impressed by the person who got them to sign up they did not feel that the official contact person they were given afterwards was not “in tune” with their specific needs.
WSM now makes certain that their senior SEM consultants actually walk every single customer through the transitional phase from the sign-up to what they call “the optimization process.” Additionally, they will remain available for questions even once they are not the official contact person.
One client did not like that the campaign is created on his account.
WSM established a new policy regarding new clients. They now utilize an AdWords account to ensure that everything starts from scratch when they develop new campaigns.
The last issue mentioned was that they don’t understand how to track the AsWords performance.
WSM had a solution here too. They install conversion tracking and/or Google Analytics for free.