Even though Google Revenues continue to soar,
hidden problem that may stifle growth and may even allow Yahoo or MSN to overtake
paid search market in
future lies in two critical phrases: Customer Support, and Customer TrainingApproximately 40% of
small businesses we have surveyed have tried Adwords in
past and failed, and some of them have tried multiple times. In some markets
percentage is closer to 60%. Why? because
program was designed by Google engineers, and heavily favors companies with
type of resources that most small businesses do not have. Unlike MSN and Yahoo who have programs that are much simpler in terms of use for small businesspeople, Google favors a technology driven solution that relies less on customer support, and expects users of their system to become more sophisticated.
The problem with this is that it is working quite well for professional internet marketers and search engine marketing companies employed by big corporations, but many small business people who are not web-savvy are by and large left out of
mix. This is unfortunate because this is a huge segment of potential income that is left "up for grabs" and may be scooped up by MSN and Yahoo who are developing simpler, easier systems with better customer support.
All
major search engines recognize this problem, and getting those "offline" advertisers online is a high priority for all of them, but so far there has not been great success. It is a knowledge and training gap, and neither Yahoo, MSN, or Google has so far been able to address it adequately.
Google's recent acquisition of urchin, a web analytics program illustrates
problem Google is trying to solve. Big Companies getting involved in paid search will still continue to drive big revenues, but
new internet is about verticals and niches, and Google simply isn't making
grade in terms of training their customers well enough.
Where do small business customers go after they "churn"? Many of them go back to what they were doing successfully before; email marketing, direct marketing, and call centers according to our study.