A Slightly Shocking Bing Experience

Hi Everyone,

I just posted about an experience I had with Bing Ads Support today and thought I would share it here... Here is the copy paste:

A Lesson In The Art Of Customer Service
This month I diving deeper into the world of CPA marketing and have spent the last couple of weeks playfully flirting with Bing ads and a couple of campaigns on MaxBounty. If nothing in this post makes sense and you have no idea what I am talking about, you will soon be able to find out in my glossary of Internet Marketing Terms and Topics. Keep reading anyway, because this story has a shock ending!



Using Bing Ads
I had heard that Bing Ads was a fantastic and popular source of traffic for CPA Marketing and decided to give them a try for testing some new campaigns I wanted to promote.

My goal was simple – Learn to use Bing Ads, test 3 campaigns and try to get at least one of them to break even. It might not sound very ambitious but so far my experience with CPA has been one of loss. Lost revenue, lost opportunity and lost time. At least by breaking even it would be a marked improvement in my game. Also, I realise CPA is a process that takes time to learn… You can’t expect to strike gold straight away without testing and tweaking each campaign.

Everything was going well, I was happy with the way things were heading until a couple of hours ago when I made a big mistake…



My Error
At this stage I am still very new to CPA Marketing and working with a $10 a day budget. My main aim is to learn and I want to spend as little as possible but realise that some investment is necessary.

I was changing some keyword bids and decided to increase one of my low positioned keywords to $0.35 cents.

What I actually did, and you may have guessed already, was to change it to $35.00 a click



What this meant
Within 25 minutes, my average CPC had jumped from 0.22 cents to $2.30 and my total spend on this keyword had cost me $56.66

Keeping in mind my daily budget was set at $10 a day I was shocked to see such a high spend and couldn’t understand how it could have happened. More importantly though, I had just spent a 5 day testing budget in 25 minutes… I wasn’t very happy at all.



What I did
Bing provide instant chat support so I opened a dialogue box and begun chatting with Jonathon. At this stage I was expecting one of the following reactions:

A: Your contract with Bing states it is the users responsibility to check all keyword bids

B: Bing do not offer refunds as there is no way of knowing if it was a genuine error

C: You are complaining about $50 when some clients spend $50,000 a day with us. Goodbye Small Fry



What Actually Happened:
Jonathon verified my account and spent some time reviewing my little predicament. After 5-6 minutes Jonathon apologised for the delay and said he was going to work on a solution that would hopefully make me happy. I was surprised at this level of friendliness and appreciated being made to feel like a real person.

The next exchange impressed me so much that I have kept the transcript. Here is a screen shot of our chat:



That’s right folks, not only did they refund my bid increase error, but cleared my pending balance to ensure my 100% satisfaction and go the extra mile.

This goes to prove a lesson I was taught at 16 years old working for Dominos Pizza when handling customer concerns:

1. Apologise

2. Give them what they want

3. Give them something extra

I was blown away to be on the receiving end of this kind of service and wanted to share it. There are so many occasions when people only share the bad news, well today Bing got it right and I think they deserve the recognition for it.



My Recommendation
Based on my overall experience of using Bing and the low click costs that I was able to get, I was going to recommend using them as a primary source of traffic for CPA Campaigns. Today they sealed the deal and did everything necessary for me to want to share how good their service is.

If you are just getting started with CPA or require targeted traffic for other Internet Marketing Ventures, use Bing. They have an easy to use platform that is almost identical to Google Adwords for anyone who is concerned about having to start learning all over again, and the live chat support is live 24/7

You can get a $50 voucher for signing up a new account to use on traffic which means you can actually test your campaigns and give CPA a try absolutely FREE!


To Round Up
I know that this was only a few dollars and many of you will wonder why I went to all the fuss of writing a post about such a small amount or felt Bing did so well to refund me. Don’t lose sight of the point I am making. Also, if you are just starting out, $50 can be a lot if you are having to find the extra cash to fund your online ventures.

Today my level of expectation as a customer was exceeded and it made me feel great. This is a lesson that everyone within the online world of making money needs to learn and abide by. Any time you are creating a customer experience with people you are either trying to sell to or have sold to, make sure you are exceeding their expectations. This will be the difference between a repeat customer who leaves a 5 star review and someone who takes your name and tells every forum they find how much you suck.