• Report: #797628

Complaint Review: Captain Marketing

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  • Submitted: Sun, November 13, 2011
  • Updated: Mon, January 28, 2013

  • Reported By: Jim — Summerville South Carolina United States of America
Captain Marketing
Internet United States of America

Captain Marketing REVIEW: Customer Satisfaction Commitment: Bruce Gordon implemented strategic changes to ensure clients success, focusing on finding ways to help clients improve their search rankings and increase traffic to their website.
*UPDATE: Recognized by Ripoff Report Corporate Advocacy Program as a safe business service Bruce Gordon pledges to always resolve any issues, feel confident & secure when doing business with Captain Marketing. Ripoff Report Verified

*Consumer Comment: To Brian Kennedy

*Consumer Comment: Captain Marketing is Ineffective & Dishonest. Find someone else.

*Consumer Comment: For the Management Team of Captain Marketing

*UPDATE Employee: To Consumer Comment #4

*Consumer Comment: To "Consumer #3"

*Consumer Comment: I am an active client of Captain Marketing for nearly 2 years

*Author of original report: Payments Resolved

*UPDATE Employee: Captain Marketing

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Ripoff Report Verified REVIEW:

EDitors UPDATE: Positive rating and recognition has been given to Captain Marketing for its commitment to excellence in customer service.

Ripoff Reports discussions with Captain Marketing have uncovered an ongoing commitment by the company to total client satisfaction. This means that clients can expect that the company will work towards finding a mutually satisfactory resolution to any complaints or concerns. Captain Marketing listens carefully to client concerns and sees them as an opportunity to learn from past mistakes and become more efficient as a company in the services offered and the support for those services.
.....gif" alt="Captain Marketing is Rip-off Report Verified" style="border: medium none;">
Ripoff Report Verified .. part of Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program.A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business..



The information provided in this report is based on comments made by Bruce Gordon and Wendy Allen during an on-site inspection held by a third party verification company with no biases toward Captain Marketing.

Captain Marketing states that they strive to help small to medium size businesses better leverage the Internet to their advantage and help them to drive work traffic to the clients website. They also help create websites that are able to drive traffic to them that will convert work traffic into business. The company strives to be a one stop shop by providing hosting abilities and analysis for their clients website. The services Captain Marketing offers builds back links for companys websites and optimizes their websites to make them more SEO friendly. They employ only white hat methodologies in doing so and the clients are looking to achieve more traffic through natural Google rankings. Captain Marketing manages this relationship on behalf of the client with the various search engines and making sure the content on the website is unique, by using a variety of different software that analyzes the clients websites to make sure they are in optimal compliance with the various search engine rules and regulations.

The company stated their service sets them apart from other companies because they have project managers assigned to each account, and the client speaks to the same person throughout the whole process of working with the company. The company states that they have invested millions of dollars in software to help provide better services to their clients and transparencies as to how the process works. They have the ability to provide complete solutions to clients without out sourcing to other companies.

Bruce Gordon / Statements from the owner.

We're committed to bringing the advantages of a big city ad agency to the small town business website."

"Our goal is to provide small and mid-sized companies with what they desperately need but usually can't afford." Our customers are the face of our business and their satisfaction is of the utmost importance. We value our customers above all else, and look forward to continually improving so that their experiences with Captain Marketing remain strong, consistent and positive

Their target market is to work with small to medium size US based businesses. They typically sign up businesses through a series of efforts with telemarketing, organic search engine optimization (SEO), paper click, client referral, email marketing, and miscellaneous of all other traditional methods.

The sales process is one in which the first stage involves needs and goals assessments for each client. Captain Marketing does an extensive analysis for each client to better understand their particular issues and needs. They have discussions with perspective clients to understand what their business goals are. All this data is prepared and analyzed and presented to perspective clients. The second stage is making educated recommendations based on the clients budget and providing the details as to time line, methodology, products involved to reach the clients goal. The third stage is to ask the client for a commitment to begin any normal work that the client would like Captain Marketing to perform in their behalf. They feel the vast majority of their clients are happy and state they have over 1,200 clients. Clients are able to cancel services at any time with a thirty day written notice.

In regards to complaints the company receives, they try to set their clients expectations from the beginning by letting them know things will not happen overnight and that it takes four to six months to see results. They feel there are no major common complaints, since each client has individual needs and circumstances.

.. Captain Marketing is a company dedicated to setting realistic goals to provide the services necessary to benefit our clients." .. Bruce Gordon

If there is an issue that comes up, Captain Marketing states that they will give free SEO time, free back links for a month; they offer copyright content or design changes to the website. They provide free hosting and offer social media to clients. Their goal is to keep clients for as long as possible and to make the client see the value of Captain Marketings services.

To reduce complaints, Project Managers are instructed to be responsive by returning phone calls and emails to clients. They state that Project Managers are armed with an arsenal of services for clients that have issues. When issues arise they are dealt with quickly to get 100% resolution and satisfaction. Captain Marketing views their relationship with clients as a partnership and they are working together to reach the clients goals. Bruce stated many clients view Captain Marketing as their marketing arm.

Internally, the company stated they have changed their credit card processing services to correct credit card errors and are hiring more people to grow with the company. They are also bringing in more Project Managers to handle the new accounts to improve their current processes.

Since the company has been a part of Ripoff Report, they have made changes internally. There was a billing error that they stated was corrected with a new credit card processing service that began in November 2011 and since then there have been no billing errors. They stated that they have processed nearly 20,000 transactions without error. They have also increased their accounting staff. The company had a disgruntled employee and feel they have resolved this by now having an open door policy for employees to express their complaints and concerns. The company had issues where client did not like back links. In response, the company created different types of links so that clients who prefer other types of links would now have greater ability to satisfy them in that area. Furthermore, they had complaints of substandard service. They feel the complaint was satisfied by a phone call and explanation from the company.

Captain Marketing is excited to be joining Ripoff Reports Corporate Advocacy Business Remediation and Customer Satisfaction Program. They feel Ripoff Report has tremendous value to internet users everywhere. The company stated that they pride themselves on being ethical and 100% transparent. Being a part of Ripoff Report will be positive for everyone, they look at it as a badge of honor and will display and promote Ripoff Report on their website.

As a customer of Captain Marketing and the founder and former CEO of Equinox Fitness, I would recommend Captain Marketing as one of today's trues marketing experts. With Captain Marketing on your side, you can count on winning the new customer acquisition battle."

Captain Marketing takes employee satisfaction seriously as well. Employee feedback and surveys reveal comments such as this: "Captain Marketing is a very positive environment to work. Opportunities for suggestions and improvements are always encouraged. Bruce is truly concerned about our contribution to the company and providing growth opportunities for us. His management takes the time to listen and communicate with their employees and customers." Rip-off Report was pleased to learn that Captain Marketing's past and current approach to business is focused on its pledge to total commitment towards client and employee satisfaction.

Captain Marketing recognizes that complaints posted on Ripoff Report (whether true or not) are issues that need to be addressed, not ignored. If handled correctly, complaints can be valuable learning opportunities. With the feedback generated by Ripoff Reports Investigation Captain Marketing has made organizational changes allowing its clients and employees a more streamlined approach to problem resolution and a commitment to a great client experience.

In summary, after our 3rd party interview and talks with Ripoff Report staff, which included discussions with Bruce Gordon and other employees, Ripoff Report is convinced that Captain Marketing is committed to quality delivery of services resulting in total client satisfaction.

Read more about why consumers should feel confident when doing business with a member of Rip-off Report's Corporate Advocacy Business Remediation & Customer Satisfaction Program. Yes, its a long name for a program that does a lot for both consumers and businesses alike.

Read about Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program,.. A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business. this program works.

SPECIAL NOTE ABOUT THE ONE REPORT BELOW THAT WAS FILED ABOUT CAPTAIN MARKETING:

As a matter of policy, when a business becomes a member of the Corporate Advocacy Program they agree to allow Ripoff Report to contact every client who filed a complaint so they can make things right with them. In order to confirm that the complaints were resolved, Ripoff Report is copied on all responses so we can insure that the member business did right by their customer .. The author of the Report below never contacted us back to the company could make things right with them.. whatever it takes to do so.

NOW TO THE ORIGINAL REPORT THAT WAS FILED

---------------------------------------------------------------------------------- Captain Marketing  Charged me after my cancellation Internet, Internet

I was not an expert at seo, but not a novice either.  After working with Captain Marketing briefly, and reviewing their key word choices, I decided to cut my losses and cancel.  They didn't take much time to learn about my business and the process seemed very rushed to me.  An expensive lesson, but better than wasting more of my time and money.  

After the cancellation, they charged my card not once, but three more times.  I've disputed the charges of course, but everyone should know that if you try to cancel with Captain Marketing, be prepared to have three different people chase you down and try to convince you to stay with them.  Frankly, I didn't know if they could do the job I needed or not.  I just realized that I hadn't really done my due diligence.  The people at Captain Marketing do not accept no for an answer, so if you're trying to cancel with them, make sure to contact your credit card company and take steps so they can't charge your card again.  

Most SEO companies are great at making promises and it's pretty hard to find one that will show you a return on investment.  Every one I have talked to focuses on #1 rankings, not whether I'm actually getting more leads or not.  I'm hesitant to turn it over to someone especially when they aren't willing to back up their promises with actual sales lead results.  




This report was posted on Ripoff Report on 11/13/2011 04:51 PM and is a permanent record located here: http://www.ripoffreport.com/r/Captain-Marketing/internet/Captain-Marketing-REVIEW-Customer-Satisfaction-Commitment-Bruce-Gordon-implemented-strat-797628. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report.

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REBUTTALS & REPLIES:
1Author 7Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

To Brian Kennedy

AUTHOR: Donot_use_captain_marketing - (United States of America)

Really?  If you don't have any experience with them, how can you speak so highly?  How can you discount customer comments and speak so highly of the company's reply posts when you don't have any experience dealing with them? 

My 30 years of experience taught me the only important business truth when it comes to customers: Honest, Quality of Service and Happy Customer.  Unfortunately, Captain Marketing isn't the only dishonest business with bad product and customer service.
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#2 Consumer Comment

Captain Marketing is Ineffective & Dishonest. Find someone else.

AUTHOR: Donot_use_captain_marketing - (United States of America)

Even a fly by night keyword spammers are more effective than these people.

My company hired Captain Marketing to do Search Engine Optimization for www.officesNY.com. They promised #1 page placement for my keywords in 5-6 months. It has been 9 months as of 10/25/2012. Almost all of those  keywords are stuck at 3rd page, not much better than what we already had and some even worse than what we already had.

They claim services were provided for us throughout the billing period.  When we filed a compaint with BBB they claim that they do not promise or guarantee first page placement.   OK fine, my bad for not getting it in writing.  But 3rd and 4th page placement on almost all keywords?  Either their service is terrible or they are lying.  In my experience, it's both.

They claim however, services were completed for the full amount the we paid (about $10,000), and that they can also show that our traffic to site increased throughout the period in which they were providing services.  If their claim is true, it's still bad.  No one pays SEO  companies to achieve 3rd or 4th page ranking.

As one of the ex-employees of Captain Marketing posted his or her experience working there, they run their sales practice like a boiler room operation.  High pressure sales tactics.  Had they spent that much energy on actually delivering quality service and improving customer service, they might actually be able to deliver some kind of service.  You can tell a lot about the company simply by seeing how they treat their own employees. 

Also they claim they made recommendations several times for us to make  changes to the website. We have never received such recommendations, let alone multiple recommendations. The only time there was a mention of a recommendation was when we complained to BBB.  So we asked for proof of the recommendations and for details of it so that we could at least make those changes.   After all, if I paid for the recommendations, they should at least tell me what they were shouldn't they?  I mean I paid for it...

We are still waiting on them.

By the way, everything they claim as a response to my complaint on the BBB website is false.  Any attempt they claim they made to contact me or anyone in my company was done AFTER we started complaining, not before.  Nothing they do is proactive as in proactive customer service.  They are purely reactive and operate to put customer complaint fires out by charging more on the credit card and working hard on falsifying rebuttals to the complaints.

It is sad that they operate in such manner to make a buck.  Times are tough but they should compromise honesty and integrity to make a dollar.

Anyone wanting to learn more about them can contact me directly by going to our website www.officesNY.com.  Just fill out the contact for there and I'll get the email.

If you are curious, the keywords they recommended and we paid them for were:

GOLD SEO KEYWORDS:
cubicle space rental nyc
executive offices nyc
manhattan office space for rent
manhattan virtual office
manhattan virtual offices
new york virtual office
ny virtual office
nyc office rental
nyc virtual office
nyc virtual office space
nyc virtual offices
office for rent in nyc
office rent nyc
office space for rent in manhattan
office space rent nyc
office suites nyc
rent office space nyc
rent space in nyc
rental office space nyc
serviced office space new york
shared office space nyc
space for rent in nyc
temporary office space new york
temporary office space nyc
virtual office assistants
virtual office in nyc
virtual office ny
virtual office nyc
virtual office space in nyc
virtual office space nyc

10 KEYWORD GLL:
executive offices nyc
manhattan office space for rent
manhattan virtual office
manhattan virtual offices
new york virtual office
new york virtual office
office rent nyc
office suites nyc
rent space in nyc
space for rent in nyc
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#3 Consumer Comment

For the Management Team of Captain Marketing

AUTHOR: Kennedy guy - (United States of America)

My name is Bryan Kennedy. I have no affiliation with Captain Marketing at all. I pulled up RipOff Report to check them out as a possible employer.

What I found in the first complaint was expected. Not all things work out and at best, most things can be resolved with patience and integrity. The company is poised to do that for all of their clients as I see it.

The man that wrote in who was very disturbed by the negative report was clearly a client, and not a decoy to appear as a client subversively hiding his identity as a company associate or manager. Please!

It's as if people don't want to accept that there really are happy clients who subscribe to their company of choice! Get a grip, and breath a bit. I know this is money, but remember that we all have legal rights and they are enforceable in the right setting: the courtroom if need be...not the social media slam.

Why I am moved to register on this site as a man who has never been one to do this is that I was really satisfied by the way the manager at Captain Marketing handled this whole debacle in both his understanding of how this medium works, and more importantly, in his abililty to isolate the problem coupled with his stellar move to solve the issue. He did not negate that there had been a problem that his company was more than willing to handle in an equitable and honest fashion.

That, my friends, is good honest American business.

I am so impressed that I will follow their invitation to apply for work with this company, being very familiar with SEO, Web design, and the full scope of how to really drive traffic to one's site via key word search, Google analytics and online reviews. I am currently with another company that I feel is not half as forward thinking in this industry as Captain Marketing, and that is why I sniffed them out on Craig's List regarding an opportunity to work for them. I am pleased that I did my due diligence on R.O.R.

Should the management and I strike an equitable agreement for me to begin working for them, it is my hope that anyone who has questions, problems, issues or simply just needs to understand how they can keep their small American business alive and thriving will speak with me as one of their representatives.

As each and every one of their current account specialists strive to give the best care to your needs, you can bet that I will do the same regardless of how late I will have to work to satisfy you. 

The key to staying in business is to understand those we serve, to satisfy their needs, and to let them know how valuable their patronage is both now and in the future. This company does all three.

If you think I am anyone less than I am as a write as a consumer, here is my personal email. In the meantime folks, please try not to give in to witch hunting, finger pointing and slander until you actually give someone the opportunity to show their helping hand. My hat is off to you Captain Marketing!

My address is one kennedy guy at gmail dot com.

Make this a great life in the way that you approach it!

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#4 UPDATE Employee

To Consumer Comment #4

AUTHOR: David Mohajer-Rahbari - (United States of America)

Hello,

I recently took over the Social Media Department at Captain Marketing.  After my initial acceptance of the position I brought the response in which you are referring to the attention of Wendy Allen the Director of Operations.  Upon reading the response I too had felt that this was in fact a subversive attempt to respond to the complaint filed on RipoffReport.com by the previous Social Media Management.  I expressed my concerns of the consequences and implications of such actions.  To my surprise this response was in fact posted by a client of ours without any encouragement or influence by any of our employees.  

With the rapidly increasing development of social networks and crowdsourcing, the ability for someone to express themselves has become much more accessible.  Any person can and frequently does take advantage of the ability to create an account and comment, respond, tweet, post, pin, bookmark, blog, etc. about their thoughts and feelings about any number of subject matters.  It is not only next to impossible as well as ethically wrong to curb or suppress a persons right to broadcast their thoughts especially in a country that strives to protect the freedom of speech.  Furthermore, it would be bad business relations for us to contact our clients and ask them to remove a comment they posted with the intent to protect our reputation.

In your response to our client you pointed out that they should have contacted their account rep instead of running a search on their own for two other accounts.  From your comments I presume you are responding to the second paragraph in which our client stated:

In fact, the reason I even saw this review was because I'm planning on purchasing two additional silver SEO packages for two other businesses I own (once I can afford it all on a long-term basis), and I saw this review during a simple Google search.  I have no experience with any of Captain Marketing's other services (website design, etc.), but I do know that they have exceeded my expectations in SEO (honestly).

On our website we have a number of buy-now packages.  Most of our clients (new and existing) make their purchases through this form.  

In our current day and age most consumers are not picking up the phone to contact companies but are engaging them through email or communications via the company website/social media.  You can see evidence of this from the great decline in purchases of phone books as well as LANDlines in homes.  Furthermore, recent statistics and studies have shown over and over again that users on the web are reaching websites through search engines as opposed to typing in the url address into the web browser.  These statistics apply even to those who are already aware of the company they are searching for.  I myself cant remember the last time Ive actually entered a url into the address bar.  I simply search with keywords I know will get me to the pages I need.  This phenomenon is exactly the reason why organic search rankings as well as PPC campaigns are so critical to the success of a business in the current times.  

I apologize that you feel we havent handled your account professionally and we would like to make sure this matter gets resolved.  This is definitely not an experience we work to provide our clients, and is a miscommunication on our part .  I work with the project managers on a daily basis and personally witness their hard work and attention to the clients they handle.  We regularly receive a great deal of positive feedback from our clients and have demonstrated desirable results in our performance. As you were told there were some internal issues that have been addressed and resolved recently.  Our company has experienced a great deal of growth in the number of clients we are currently servicing in the past few months.

However...from your response we cannot determine the details of your account.  Please contact us so we can resolve your issue immediately.  You can reach us at the office at (888) 297-9977.  Joe Cabello is the person you would want to contact, his extension is 7175.

We appreciate your thoughts and feedback and will continue to strive to meet our clients needs.

David Mohajer-Rahbari
Captain Marketing
Social Media Manager
www.captainmarketing.com
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#5 Consumer Comment

To "Consumer #3"

AUTHOR: AlmostLaughable - (United States of America)

Wow. If that wasn't the most pathetic attempt to pose as a consumer to defend your own company (Captain Marketing), than I must have Alzheimer's Disease because I certainly can't remember any that were more pathetic. 

If you really are a consumer (current consumer at the time you wrote your rebuttal defending Captain Marketing), why would you need to search anything on Google to "start your 2 other accounts"? Why not talk to your account rep? Instead, you conveniently stumbled upon this scam report. That should tell you something right there (if you're searching for "captain marketing" or something similar and a ripoffreport.com scam report about Captain Marketing is within the first page - than either "A" it's a legit ripoff/scam, and/or "B", Captain Marketing can't even get their own domain to have multiple first page listings for their own kw's or kw phrases, so how can you expect them to do it for your company...? 

I am currently a customer of Captain Marketing, and have been very patient with them up until today. Tomorrow however, I plan to speak with my account manager and address several issues in great detail.  One of the only reasons I've been patient is because they stated they would not bill us (2 months in a row now) because they've been having internal issues, and that they would start billing me when everything is working as it should... I spoke with my accounting department today - can you guess what I'm going to say next? We've been billed not just those 2 months, but there's a THIRD charge.

Suffice to say, Captain Marketing should, no... better, be able to (tomorrow) explain away the errors and lack of competency, credit the erroneous charges... or waste their own time and money battling it out in court with my attorney, and then ultimately end up refunding the erroneous charges anyways after judgement. 
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#6 Consumer Comment

I am an active client of Captain Marketing for nearly 2 years

AUTHOR: GLA - (United States of America)

I am the owner of a nationwide educational company, and I have been a client with Captain Marketing for nearly two years.  I have been enrolled in Captain Marketing's silver SEO package, and I want to make it clear to the public what kind of service Captain Marketing provides (after seeing a comment from someone who did NOT even give the company a proper chance). 

As a successful business owner myself, I am in fact infuriated that someone could write such comments about Captain Marketing, especially someone who claims to not be an expert in SEO.  To be completely honest, working with Captain Marketing's SEO service has been perhaps one of the best business decisions I have made in the last few years.  In fact, the reason I even saw this review was because I'm planning on purchasing two additional silver SEO packages for two other businesses I own (once I can afford it all on a long-term basis), and I saw this review during a simple Google search.  I have no experience with any of Captain Marketing's other services (website design, etc.), but I do know that they have exceeded my expectations in SEO (honestly).  I consider their SEO to be an incredible investment that has only shown exceptional results for my first business, and I can only say good things about this company and the wonderful people that work there. 

Yes - perhaps they do not recommend the highest traffic keyword choices for your given business during their initial consultation (which the author of the original report claimed in his judgments).  But the author claims he is not a novice in SEO either, just like myself, and it takes two minutes to research keywords using Google's free Keyword Traffic Estimator.  I did my own simple research into keywords using Traffic Estimator, and Captain Marketing was MORE THAN HAPPY to accept all my keywords and also provided me with excellent recommendations based on my ideas.  And even though I picked some of the highest traffic keywords in my industry, my website is on the first or second page of Google in more than 75% of my 20 keywords.  THAT IS NOT A JOKE, and that is why I look forward to purchasing two more of Captain Marketing's SEO packages when I can finally afford it. 

Sorry I do not mean to be rude in any way to the original author, but Captain Marketing has been a blessing for me, and I am so glad they called me and "convinced" me to at least try their service (I even got to speak with their CEO Bruce who assured me of their past success).  Yes perhaps I was skeptical at first because I knew little about SEO two years back, but I would have been an idiot if I passed up their service and likely not be in the position where I am today. 

So to the original author, go ahead and see if you can find a better SEO service out there, just don't bother the good people at Captain Marketing ever again.  You don't deserve their help and expertise.  And don't judge a company based on first impressions and then write a nasty report about them.  I usually never post online in forums because I simply don't have the time due to my business, but as one of their active clients who has truly benefited from their expertise, it's my responsibility to speak out against such nonsense from someone without adequate experience.  I'm sure they were willing to eventually compensate you for the billing mistakes, and they certainly do not deserve a negative report permanently posted online.  That boils my blood, but maybe that's because they have truly helped me increase my website traffic to a level that I could not have imagined in just two years.   

Patience is a virtue, and as long as Captain Marketing is in business and I can afford it, I will be one of their clients, even if that's for the rest of my life.  I just have no need to look elsewhere anymore.  And for these reasons, I will defend the company's reputation, especially against people who have no idea what they're talking about.  That kind of ignorance just doesn't help potential entrepreneurs, who truly need help in SEO, and we as a society in recession need small business owners to succeed for the future of America.     
    
            
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#7 Author of original report

Payments Resolved

AUTHOR: Jim - (United States of America)

It's been over a month since the last charge to my credit card.  Captain Marketing issued a credit stating that they made an error due to a transition to a new system.  They also sent me an email as I asked stating that they would not fight the dispute over the September charge.  

I have inactivated the card number they charged earlier and the matter is resolved.  
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#8 UPDATE Employee

Captain Marketing

AUTHOR: Wendy Allen - (United States of America)

Captain Marketing works with hundreds of clients, many of whom have been with us for a lengthy period of time.  The results we provide are excellent.  As the client below mentioned, he ended our relationship before we were able to demonstrate our abilities.  We contacted the client, as any company would, to keep his business and try to nurture the relationship.  We were sorry that became impossible. 

We work extremely hard to make sure the service we provide meets or exceeds our clients' expectations.  We are a great group of experienced people.  Please call if you feel you need any further clarification.

Captain Marketing
Director of Operations
captainmarketing.com
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