It Was Making the People Happy that Made You Rich
Posted by tim on June 09, 2005 at 08:04 AM
Stuntdubl does a nice job of summing up some of the all too common frustration with Google.
To offer some of my own experience, I think that Yahoo! has made tremendous strides in customer service over the last few months and would actually put them a bit ahead of Google right now, most specifically in the PPC arena (although neither one is where they could/should be).
Just to highlight a couple of the points in the post; I think it's worth remembering that Yahoo! has been public for a while now. They've gone through some of the growing pains already and are maturing nicely. However, Google seems to have have made a pretty dramatic shift in customer service since going public. It could be in the walls of Google-dom they think it's still business as usual, but the perception is that with the IPO came some new ivory towers. It's that perception they must be aware of and willing to fix.
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Search Engines
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Comments (2)
Posted on June 9, 2005 09:16 AM
Todd, I didn't think your post was anti-Google at all. More than anything, I think it just illustrated what we're all going through right now, and very well. I've got that same concern with some of the posts here. I don't want to keep knocking the engines, but I think we could do a LOT if we work together.
As far as G and Y being too big anymore, I'm not sure about that. I think it's almost a problem of attitude more than size. For whatever reasons (too old and numerous for this space), the SEO/M industry has some black marks (as you know). I think that's really the biggest problem right now. If the engines would start to think of us more as developers (which I think is much closer to what we are), we could have very reasonable discussions that would help us make the results better and still protect their interests.
Posted on June 9, 2005 08:32 AM
Hey, thanks for the mention Tim. I think these ARE common frustrations with SEO/SEM's. Maybe G and Y are becoming too big to listen anymore, I am not sure. I hope it did not come across as "anti-google" though, as that was really the opposite effect I had intended. I think there is still a lot of room for potential improvement, and I really hope they are able to do so.
On the PPC side, I can only imagine the demand for customer service, but it is still pretty shoddy at this point unless you happen to be spending enough to really get someone's attention.