In the life of any PPC account, you come to a point where returns are diminishing and your results … Read More
Last week I started seeing this taunting message in my AdWords account saying how Google Conversion Tracking was now better than ever. Normally, I would jump for joy and count my lucky stars that Google was improving my user experience once again. However, on this occasion I chuckled and barely restrained myself from swearing out loud. Why?
Just as Google lauds its conversion tracking I am working with two different companies to get their AdWords conversion tracking to work right. One had been told by Google that tracking conversions over multiple domains (his shopping cart was on a separate URL from the main site) was broken in AdWords and wasn’t going to be fixed anytime soon. Use Analytics they said. But Analytics doesn’t track conversion to ad versions, so no more testing ad copy for conversion rate. Not even a sorry from Google on that one. The other company had the code installed correctly, was seeing the Google site stats image on the thank you page, but no conversions were being reported.
Fixed, but with no explanation.
The first company ended up moving their shopping cart to their main site to solve the problem. Thanks a lot Google. The second company bugged Google until they got an email explaining that conversion tracking was now working and that a test conversion performed by Google has been run. All better. But still no explanation of why it was broken in the first place. Do they realize that without all the time and effort put into verification, this company could have gone weeks with no conversion data? Poor customer service I say, and if someone important enough at Google reads this and wants to help repair their image, please post a comment and I’ll provide you my email.
How do you know when you’ve arrived as a Google AdWords advertiser? Easy. The day you are assigned an account manager.
Personal Contact Info
This is why having a Google Adwords account manager is so valuable. You actually get the email and direct line to a Google employee that is familiar with your account. Obviously Google is a big company. So big that once you dial the toll-free number, the extension to your account manager is a 7-digit number. Basically, Google has their own local calling area. And should you actually get a voice mail, don’t forget that you can simply zip an email over and your rep will get back with you at his/her nearest availability.
Google Working for Me?
Yes, with an account rep you’ll find that Google will actually do work for you. Mostly in the form of optimizations, they’ll suggest new keywords, ax bad ones, write new ad copy, and reorganize your messy campaign and ad group structure all for FREE! Of course it’s in their best interest because the more money you make the more money you spend with them, but don’t forget how much the work cost you.
Who Gets an Account Manager?
I used to think that all you had to do was spend a lot of money (think 5 digits/month), but then I ran across a couple dicotomous examples. One company spends over 5 digits/month and has a Relationship Manager, an Account Manager, an Optimization Specialist, and an Account Coordinator. Now that means your special when you have 4 personal contacts at Google. Contrast that to a company I know that spends TWICE as much as our first company and has not even an Account Manager after he was promoted to work in another area. It sure seems like company B got the royal Google shaft.
Everyone knows that Google is the industry leader in pay-per-click marketing. However, don’t be fooled into thinking that Google doesn’t have some stupid policies. Here’s my nominee for the most illogical of Google’s flaws:
A company I know found that the credit card they had on file for AdWords mysteriously stopped. The account was active, the campaigns were active, the ad groups were active, the ads were active, and all the keywords were active with bids exceeding the minimum bid. Only after escalating this all the way to an AdWords specialist did they learn the reason their credit card was not working.
Evidently the same credit card was also associated with a Google Checkout account that had been closed and apparently you can’t use a credit card for AdWords that was associated with a closed Google Checkout account. Absolutely ridiculous I say. Has anyone else had a similarly ridiculous experience with a credit card rejection by Google?