Customer complaints can sometimes damage the reputation of a company. Instead of allowing customer complaints to get them down, White Shark Media has benefited from them. With the help of complaints, White Shark Media has revised the way it does business which has led to a higher customer satisfaction.
Complaints have allowed White Shark Media to see that they have lost their efficiency when utilizing certain tools. One of these tools is in regards to reporting on an AdWord Campaign. With the help of these particular complaints, White Shark was able to realize that their reporting techniques did not meet the needs of clients. Clients wanted to have detailed information available to them regarding how well their AdWord Campaign was doing. To repair this particular situation, White Shark has made certain adjustments. First, they revised how they assist new clients. Before an Adword Campaign is planned or begins; White Shark takes the time to get to thoroughly get to know each client in order to identify exactly what their needs are. Once these needs have been recognized, a campaign is developed and thoroughly explained to the client. By explaining what the campaign will consist of, the client is able to gain an understanding of every area of their campaign before it begins. Equipped with this particular information a client will be able to know how to locate a detailed report about the performance of a particular campaign.
Another complaint that clients have made in regards to the services that White Shark provides is limited communication. To increase the amount of communication White Shark has with its client, two steps have been taken. The first step involves monthly status calls. Clients are able to participate in a monthly status call via the application GoToMeeting. This communication option allows White Shark and their clients to connect in an online conference room. With the assistance of the application GoToMeeting White Shark is able to go through reports with clients by using features such as screen sharing.
Another way that White Shark Media has improved communication with its clients is with improved phone systems. The phone systems are now equipped with direct extensions. These direct extensions give clients the opportunity to connect with a specific person directly. Clients are now able to reach his or her contact person without any hassle. The contact person’s information is sent to each client via email.