Google AdSense obviously has publishers whose ad inventory they sell, but they refuse to treat the people they work with like customers. You know like, “The customer is always right” or “We pride ourselves on our Customer Service.”

Thankfully, the online world of commerce has realized that an element of real-time human touch is important for a premiere customer experience. Large eCommerce sites (like Amazon.com, Overstock.com, and Dell.com) have adopted the use of live chat or phone support to assist customers who have exhausted the other avenues of self-help on their websites.

Let’s face it, sometimes we all have questions that aren’t obviously answered by even a combination intuitive screen designs and well-written help menus. We are human. We are SO creative with the problems we come up with that even the best designed computer system can never anticipate all of our future issues! So companies realize that they need real-time feedback to help solve their customers’ problems immediately and then modify their computer systems to eliminate those issues in the future.

When I spend money with AdWords like I do with other online stores, why don’t I get help?! And even worse, when AdSense sells my ad inventory for which I get an UNDISCLOSED revenue-share check each month, they don’t have the courtesy to do anything but respond to my inquiry emails 2 weeks after I send them.

At ContextWeb, we demand a higher standard for ad networks of the future (which is nothing new for ContextWeb). Luckily, I run the new Product Design group here, so I can actually deliver an excellent user experience instead of just sitting around moaning about what I don’t like. And even better, I can avoid the same problems you have with existing ad networks if you take the time to tell me what they are. Ultimately we design for you, our CUSTOMERS, so tell us what you want. It might be hard to believe from your experiences with other ad networks, but we really do think you are always right!

Tags: google, adsense, ad sense

This entry was posted on Wednesday, February 7th, 2007 at 6:01 pm. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.