Over the next few weeks I will be posting a series titled the “Pledges and Expectations”. The goal of this series is to set out what we pledge to our clients, as well as what we then expect from them. The series will be about 5 posts long and will start with one regarding Outsourced Program Managers or “OPMs”. So let’s get started! :)
1. We consider OPMs or (Outsourced Program Managers) to be some of our most valued partners in the industry. OPMs provide a valuable service managing affiliate programs hosted on our network, as well as bring us in touch with new partners on both sides of our network. As a result of their expertise in management, we often are able to do things and provide services to OPMs that wouldn’t work for individual merchant programs such as landing pages, partnership and events. We pledge to help OPMs grow their businesses in any way where we see is possible.
2. ShareASale also provides in-house management services through our Client Services Department. We pledge to any OPM that we will never approach a client that we know to be working with an OPM to market our own management services. On the occasion that a merchant client approaches us with questions about our services we will always discuss the situation with the OPM prior to any services being provided. In any situation such as that we would always prefer that the client stay with their current OPM.
3. We pledge never to share information that we have concerning an OPM firm with another OPM firm. This could include things like pricing information, conference attendance, etc…
4. We expect that OPMs managing programs on ShareASale show due respect for the affiliates of the network and merchant program. We expect that OPMs understand that each individual merchant program is its own entity and that OPMs should not utilize ShareASale tools to recruit an affiliate from one program that they manage to any other program. ShareASale goes to great lengths to protect the privacy of affiliates on our network and thus we expect OPMs to uphold that integrity. When using the ShareASale interface, newsletters and such should be specific to the merchant program and not be utilized to recruit to other programs that are managed by the OPM or general recruitment.
5. We expect that OPMs who utilize the ShareASale interface do not collect information from the interface for any purpose other than to grow that specific program that they are working on. For example, ShareASale offers full transparency into referral URLs of captured sale transactions… This information is provided so that merchants who have accounts on ShareASale can ensure the quality of their program, and to help them if they do find affiliates whom they suspect are linking to their program inappropriately. We expect the OPMs understand the purpose of this type of information and do not use it for any reason.
6. We expect that OPMs understand that they are leaders in the industry in several ways: Knowledge, experience, and public recognition.
Well… it is a start. It is also a two-way conversation…so if you have anything you would like to add from the merchant, affiliate, or OPM perspective…please post it here and I will let you know our position, etc…
Next up: Our pledges and expectations regarding affiliates utilizing PPC (Paid Search) campaigns on search engines…. stay tuned!!
Michael Coley says
March 10, 2008 at 11:53 amBravo, Brian! I look forward to this series, and am always impressed by the ethics shown by ShareASale.com. These pledges and expectations just continue to reaffirm it.
Brook Schaaf says
March 10, 2008 at 12:50 pmNice post, Brian. Speaking as an OPM, your words are greatly appreciated.
Regarding # 5 – My take is that you’re referencing grabbing paid keywords affiliates have found. I think it’s poor form to mine your search affiliates for keywords. I’d be interested in any other thoughts along this line.
Heather Paulson says
March 12, 2008 at 8:16 pmHi Brian..;-)
PMG has a great amount of respect for other OPM’s in the industry as well as the networks we work with.
Ensuring the status quo of any professional relationship is held up on both ends is why we work diligently so that we do comply with expectations that you “ShareaSale” as well as other networks we work with dispel within your mandates.
Looking forward to the PPC Expectations – Have a great evening..
Heather Paulson
Evan W. says
March 13, 2008 at 12:57 pmSounds very good.
Deborah Carney (aka Loxly) says
March 14, 2008 at 8:15 pmWe respect our relationship with our Shareasale based clients and appreciate the attention to detail and willingness to help OPMs in their quest to grow each client. As for as your own in house team, there are none better and personally, I like to make sure each merchant has the right “fit” for management, whether it is me or not. We all fill a need :)
Jorge Ramirez says
March 18, 2008 at 10:52 pmBrian,
Working with you and shareasale 4years now, I know that you and team are tops when it comes to making sure we all play fair.
Jrami knows you and team are the best at protecting affiliates, merchants and OPMs alike and will always work with you, the shareasale team and other OPMs respectfully and fairly too.
Keep up the continued growth and work.
Jonathan Miller says
March 27, 2008 at 3:03 amGreat Post Brian. I’m sure tat you’ll reap the rewards of supporting the industry in this way. As OPM’s we’re committed and dilligent in our duties and believe that the trust between network and affiliate manager is paramount.
i’d recommend you work this into a charter document and lets all sign it!
Chris says
March 30, 2008 at 10:53 amGreat post Brian, though would we expect anything else from such a leading network in this industry :-)
Russian-American Business and Arts Council says
May 14, 2008 at 7:15 pmDear Brian,
Maybe you can help us. I read about your pledge, so I hope that you will be able to resolve these issues. We are a new affiliate publisher. We referred 2 clients to activeherb.com who placed orders, and never were credited the commissions for them. We asked your company to help, and the response was to contact the merchant ourselves. We sent several emails to activeherb.com with no result, as well as some additional emails to your company. Since you are our “middle man” and the heart of this program, we need to rely on you to ensure that we are getting our commissions for the work we do. We provided the dates and order numbers – what else is needed to prove we are entitled for our commissions?
If we are not credited for the sales, that probably means you are not either. Don’t you have a way of enforcing it?
Really hope you can help us with this issue. I don’t think we should spend so much time and energy fighting for something we are entitled for.
Thank you.
Brian Littleton says
May 22, 2008 at 10:41 amReader,
Regarding the comment about ActiveHerbs… We can likely help you if you start a support ticket but this blog post isn’t really referring to merchants and missing commissions, etc…