Liz
Do not be upsold
If you are the type of person to question and challenge your partners, Deksia is not a good fit for you. I identified a weakness in Deksia's business which they thought was strong and I was treated like I was crazy. Leadership did apologize to me for mistreating me and the mismanagement of my account. The fact remains that I was upsold on digital marketing while Deksia had no competent staff to manage my search engine marketing (SEM). In the 6 months we worked together they neglected to verify my google account, they neglected to connect my google tag (so there was no way to optimize) and they reported bad data to make themselves look good. For the entire time I was paying them (and google!) they had my brand name in every search term. This went on for over 6 months! Why didn't I catch it sooner? Because I had a baby. I had trusted them to take care of my business baby so I wouldn't have to worry about SEM. Once I was out of my postpartum haze and I was able to look under the hood, I found that over 85% of their reported sales were attributed to my hard earned organic reach. And yet they would self congratulate themselves and ask me to raise my SEM budget. When I revealed this to them they tried every gaslighting technique in the book. They took advantage of my trust in them. Their marketing VP even asked why they should spend time doing a postmortem of their mistakes when they could be spending time "making me more money". How can you move on and improve if you never examine your mistakes? Even getting them to admit they made all these errors took me hiring a 3rd party to generate reports and attribution models so we could uncover the truth of Deksia's performance or in this case lack thereof. There was no effort to make things better even after I had spent 6 figures with them on various projects. Instead I was billed for another 2 months after ending the relationship because it was in our contract. If you are signing a contract with them- take that part OUT! I had to pay them for doing nothing while I was paying someone else to fix the mess they made. Adam Bird is the glue holding this house of cards together and the only reason I do not completely regret working with Deksia. I came to them to elevate my brand Swaddelini. Adam did a phenomenal job unveiling the DNA of the brand and giving me a deeper understanding of my customer. Shelly is also very talented. She took the direction from Adam to create brand messaging and imagery that did exactly what I wanted it to do. Deksia has strong creative talent that can deliver a good product; unfortunately, they lack the technical expertise to bring it home and they lack the leadership to build long lasting customer relationships.