Catering to small and mid-sized businesses, White Shark Media is one of the fastest growing digital marketing agencies in North America. The company has seen some bumps along the road and has recently reached out to customers to address the most common complaints received and discuss their plan for ensuring that they don’t happen again:
Feeling “Out of Touch”
Customers often complained that they were unable to easily review their AdWords campaigns and felt as if they had lost touch. To address this, White Shark Media now focuses on working closely with clients prior to the launch of a campaign in order to thoroughly explain the details.
Monthly reports are sent to clients and are followed up with a phone call using the screen-sharing service GoToMeeting. During the call strategists are review the reports in detail with clients and answer any questions that may have come up. For no additional cost, clients are now also able to install conversion tracking, call tracking, and in some cases Google Analytics. This greatly helps with progress tracking. Learn more about White Shark Media Complaints: https://disqus.com/home/channel/whitesharkmediacomplaints/discussion/channel-whitesharkmediacomplaints/white_shark_media_complaints/
To better improve communication, a new phone system has eliminated the need for a receptionist. Clients now receive direct phone numbers for their designated contact person and also for that person’s supervisor.
Loss of Performance
Some clients complained that the campaign that they had prior to signing on was performing better than the new campaign. If a client comes on board with an already successful campaign, the company makes sure to keep all of the successful aspects and will now allow the campaign to be built inside the client’s existing AdWords account. This helps to ensure that it will continue to at least produce the same results for the first few months while the changes go into effect.
Every strategist is now teamed up with a supervisor, and supervisors only oversee three to five strategists. Clients can be confident that an experienced team is providing performance feedback and oversight of all campaigns.
Lack of SEO services
All companies make mistakes and receive occasional complaints from customers. It is what is done with this feedback that often determines the company’s ultimate success or failure. It appears that White Shark Media is learning from their mistakes and proactively addressing concerns. Continuing on this path makes it likely that this company will continue to grow and thrive for years to come.