Dear Customers,

You have spoken, and we have listened.

One of Clickable’s core beliefs is that we actively listen to and respond to our customers.  That is why we hold regular listening labs, to embrace our customers’ feedback and get to know them better. They help us achieve our core mission: simplifying our customers’ lives.

As my colleague Max Kalehoff mentioned in his last post, we held our latest listening lab the day after our management offsite, so we could connect our company strategy and priorities directly to real customer input.   We scheduled an all-day session where we held individual one-hour product reviews with several Clickable customers, followed by dinner with the Clickable team.  I’d like to share with you our high-level takeaways and actions…

Co-creating a product together is the key to success: You have told us resoundingly that you are eager to be involved in co-creating the product with us. Our roadmap is shaped by direct input from customers and our success is rooted in yours.  We welcome your ideas and strive to be receptive and responsive, while holding true to our core mission of simplicity.  In that spirit, we soon will launch a rich set of Forums on our Community, providing even more opportunities to learn, share and succeed.  Next year we will take user participation a step further, launching a product incubator on our site, allowing our community to directly shape our roadmap by voting on features. All this is in addition to our ongoing customer-service interactions, regular listening labs and customer events. As we say on our homepage, our New York headquarters is always open to visitors, especially customers.

We have to earn and keep your trust: You trust Clickable with your search accounts, and we have to continue to earn your trust by making your life simple through an easy product that is consistent, reliable and adds value every day. We’re reviewing all aspects of Clickable to ensure your daily experience lives up to those expectations.

A range of customers need a range of solutions: Our customers include small businesses managing search marketing themselves and agencies and consultants managing search on behalf of their clients.  We recognize the unique needs of these customer segments and are enhancing our product to meet them.  In the next two quarters we will continue to add important features to our existing Pro product while expanding our client-management features for agencies and service businesses.

Our recommendations drive your business: Our ActEngine delivers recommendations every day that help you improve your campaign performance and increase your returns.   You strongly indicated you want more recommendations, as they have a direct impact on your business. Therefore, you will see a significant increase in recommendations over the next two months, as we add batches of new quantitative bid and budget recommendations, as well as qualitative best practices. We will also enhance our interface to better highlight the most important recommendations.

More flexible reports make your life easier:  Clickable’s Analyze tab provides easy access to graphical reports, but most customers want more advanced on-screen and exportable reports, as well as greater insight into how their portfolio of accounts are performing.  We are working on new reporting views that will be introduced in phases, starting later this year.

Conversion tracking is a challenge: Tracking performance and conversions across Google, Yahoo, Microsoft and other networks is a technical challenge and a lot of hassle.  You have to add multiple pieces of code to your sites and deal with inconsistent results.  We are completing development of Clickable’s Conversion Tracker and will release in beta later this year. It will allow you to track conversions across multiple ad networks with one piece of code, and intelligently place conversion information in the context of your performance goals.

Centralized management is key: As more customers create accounts with different ad networks, Clickable’s ability to help you manage all of them in one consistent and intuitive interface becomes more important. Today you can easily manage all your accounts in one place, and perform bulk actions. We are working on innovative ways for you to increase your efficiency in managing multiple accounts centrally.

For your ongoing partnership, we thank you and all our other customers. As always, the Clickable team is here for you.  Our toll-free support, email and live-help chat are at the top of every Web page. Our Clickable Assist group is ready to help you get up and running, whether you are new to search advertising or need additional help in maximizing your marketing potential. Our office doors are always open.

Vernon

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