Many companies may shrug off employee complaints. Some employees may feel as if their employer will not listen if they try to raise a complaint. Consumers may try their hardest, but are never heard. However, in an advertising company like White Shark Media, complaints can make all the difference between a company that goes bankrupt and a company that becomes better.
White Shark Media takes their customer complaints in stride. They’ve even created a blog post that deals with some complaints the company has gotten in the past, and how they deal with those complaints when they come up now.
One such complaint was that White Shark Media doesn’t offer search engine optimization, or SEO, services. While the company has yet to introduce their own SEO services, they have team players who will look over any proposals and prices given by other SEO services. The SEM Strategist assigned to a customer’s ad campaign will do this. This technique helps their customers save money on SEO services.
Another complaint that White Shark Media has received often is that the contact person, or the person at White Shark Media that the campaign is run through, wasn’t as in tune with their needs as the person who helped them sign up.
Instead of simply signing a customer up and saying “that’s my part; I’m done”, the initial contact person stays part of the customer’s contact loop. While they are no longer a primary contact, they’re there to help customers and their new contact person stay in tune. Read more: http://blog.whitesharkmedia.com/typical-complaints-from-white-shark-media-clients-and-how-we-make-sure-they-never-happen-again
A third complaint that the company receives is that the majority of new customers drawn in by the campaign are making contact via the phone. With the hassle that comes with so many new callers, it took White Shark Media a little longer to fix this complaint. However, Marchex partnered up with the company. Now, all customers are able to receive free call tracking services.
These are only the tip of the iceberg for White Shark Media. Other complaints they’ve fixed include customers being dissatisfied with having to start a new ad campaign if their other campaign was doing okay and that communication felt lacking.
Learn more: http://www.whitesharkmedia.com