- Report: #797628
Report - Rebuttal - Arbitrate
Complaint Review: Captain Marketing
Captain MarketingInternet 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
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.
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.
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