In the rough-and-tumble, wild, wild world of online advertising, sometimes the unexpected happens.
As a leader in AdWords optimization, White Shark Media Complaints team realized the need to address customer complaints and concerns. They’ve developed an approach to smooth out the customer experience, and to ensure problems never happen again.
One former complaint was the customer’s perception they were out of touch with their AdWords campaigns. White Shark realized the need for more comprehensive and clear reporting. They also saw the need to walk the customer through interpreting reports before any campaign goes live. This has helped tremendously.
Customers sometimes complained that they don’t hear enough from their AdWords strategists. White Shark now sets up online face-to-face meetings through GoToMeeting. These happen monthly, in support of the monthly reports. Any concerns can be addressed live with the assigned SEM strategist.
To improve communication, White Shark has also added direct phone extensions. At White Shark, the customer is able to reach their specialist directly without going through an operator or automated switchboard.
Some customers have complained that their new “optimized” campaigns sometimes haven’t worked as well as those not optimized. White Shark realizes there are existing elements that might work fine with no further tuning. To that end, they’ve sensitized themselves to using the best of what the customer is currently leveraging, while working to improve whatever might not be up-to-snuff.
Expertise is extremely important in an SEM strategist. Each strategist at White Shark Media works in a team of no more than four others who together report to a highly experienced supervisor. Any issues not handled at the strategist level are quickly referred to the supervisor for resolution.
White Shark Media is also sensitive to the varied needs of their client base. Senior SEM consultants are assigned to each and every new customer. They follow the client through the process of setting up the campaign so they are familiar with the client’s particular needs.
At one time, a common account was used for ad campaigns started by White Shark. Since 2012, a new account has been created for every new customer.
White Shark is committed to helping each new customer learn how to track their AdWords performance on their own. This bit of education goes a long way toward preventing issues.
White Shark is your partner in the wild world of online advertising. They are ready to attack problems head-on.
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