Reaching a customer-centric milestone.

At the begin­ning of this year we unveiled the brand new Linkdex plat­form. With an all new report­ing suite, more in-depth and pow­er­ful data, and a com­plete­ly revamped, mod­ern user inter­face, the changes have meant a much improved, more pow­er­ful and opti­mised expe­ri­ence for our users.

The new plat­form is both the result of the dri­ve and vision that we’ve been nur­tur­ing in the busi­ness for years — and tru­ly, the mar­ket-lead­ing SEO plat­form we’ve always known it could be. We know this, because we com­mis­sioned cus­tomer sur­veys both before and after the launch of the new plat­form, and the results have shown that for our cus­tomers, on key met­rics such as plat­form engage­ment, account man­age­ment, ser­vice, and brand advo­ca­cy, we’re not only reach­ing new mile­stones, but out­per­form­ing our com­peti­tors often by sig­nif­i­cant mar­gins.

We achieved this by being much more cus­tomer-cen­tric, work­ing with our clients and users to define how and where we should improve the Linkdex plat­form and expe­ri­ence. In the SEO space, we’re con­tin­u­al­ly on a mis­sion is to be the plat­form of choice for all SEO pro­fes­sion­als, and meet­ing the needs and require­ments of our clients and users means not just play­ing catchup, but work­ing in part­ner­ship with our clients and users.

It’s already made an impact from a busi­ness per­spec­tive. Our 2016 Q1 results have shown that since the launch of the new plat­form, we seen record sales, record­ed more demos, tri­als, and onboard­ed and trained more users across than ever before.

Listening to our customers.

“Ver­sion two” (as we’ve known it unof­fi­cial­ly with­in the com­pa­ny) has not just a prod­uct of our inter­nal busi­ness machine. The new plat­form was devel­oped in col­lab­o­ra­tion with our clients and users. Over sev­er­al months, we’ve intro­duced focus groups, orga­nized beta test­ing, and con­duct­ed sur­veys in part­ner­ship with Brand­Hook to take on feed­back of our users expe­ri­ences of the plat­form. We did this, with the inten­tion that the way we devel­op our prod­uct should revolve around a much more cus­tomer-cen­tric approach where­in our users, espe­cial­ly those that use Linkdex for their day-to-day, have a mean­ing­ful say as to which areas are pri­ori­tised and improved in the next iter­a­tion of the prod­uct.

As out­lined on the BrankHook blog, the sur­vey sought to access:

• How do you view Linkdex today and where should Linkdex be in the future?
• What do you know about your cur­rent cus­tomer and what do you need to know?
• What are the inter­nal bar­ri­ers that Linkdex needs to over­come and what exter­nal forces does Linkdex need to recog­nise?
• What point of dif­fer­ence does Linkdex have in the com­pet­i­tive mar­ket and why is that impor­tant to cus­tomers?

Our new plat­form has, essen­tial­ly, been built for and with our clients. Devel­op­ing this process has been a sig­nif­i­cant step in the Linkdex jour­ney, and no easy feat — but the results, as we will come to explain, have been excep­tion­al.

To gauge the recep­tion of the new and improved plat­form, we con­duct­ed a sec­ond sur­vey with Brand­Hook in 2016. What we found was that on a num­ber of key met­rics and use cas­es, engage­ment and user sen­ti­ment have improved right across the board. In notable areas, such as fea­ture usage for tasks or tag analy­sis, the lev­el of engage­ment has increased sig­nif­i­cant­ly, and this is a tes­ta­ment of a much improved and more com­plete user expe­ri­ence.

In fact, the areas of improve­ment — accord­ing to our sam­ple of sur­vey respon­dents, who ranged from cur­rent clients to users of com­peti­tor SEO prod­ucts — were both numer­ous and broad, and this is as much an achieve­ment of our clients and part­ners as it is ours.

On that token, here are some of the high­lights of the 2016 Brand­Hook sur­vey, which in effect is also a record of the vast changes and improve­ments that have tak­en effect in the plat­form, and the com­pa­ny, in recent months.

1) Net Promoter Score remains positive, and significantly better than competitor SEO solutions on metrics measuring satisfaction, advocacy, and sentiment.

Linkdex have main­tained a pos­i­tive Net Pro­mot­er Score, which is met­ric mea­sured as a dif­fer­ence between Pro­mot­ers and detrac­tors. As BrankHook state on their blog: “a pos­i­tive NPS is not only a phe­nom­e­nal accom­plish­ment ([…] Bank of Amer­i­ca is ‑24 in the US and Net­flix in the UK rat­ed +13) but an oppor­tu­ni­ty to har­ness the advo­cates.”

Espe­cial­ly amongst fre­quent users, name­ly those who have either used Linkdex for more than a year, or those who use Linkdex at least once a week, the pro­por­tion of advo­cates is at +12 per­cent­age points.

Retain­ing a pos­i­tive NPS score across a peri­od rep­re­sent­ing the bet­ter part of a year, sin­gles out Linkdex amongst com­peti­tor SEO solu­tions who return neg­a­tive NPS, hav­ing both a low­er per­cent­age of pro­mot­ers and a high­er per­cent­age of detrac­tors.

The over­all take­aways from Linkdex’s 2016 NPS should high­light a reduc­tion in the per­cent­age of detrac­tors, and a resul­tant increase in the pro­por­tion of users who are either sat­is­fied over­all with the plat­form, or like­ly to pro­mote or act as advo­cates for the brand.

As a final pos­i­tive note, the amount of users who stat­ed that they would be using Linkdex more in the next 12 months increased from 41 to 58 per­cent (a met­ric accom­pa­nied with a resul­tant decrease in the same met­ric for com­peti­tor SEO plat­forms), indi­cat­ing a very pos­i­tive future for the com­pa­ny.

2) Engagement across the board, and regularity of use around the the platform, has markedly increased.

One of the most pos­i­tive find­ings we dis­cov­ered in the post new-ver­sion sur­vey results was a marked increase in engage­ment and reg­u­lar­i­ty of use around the plat­form. The num­ber of users stat­ing that they use Linkdex every­day increased from 28 to 32 per­cent in the Wave 2 results, but greater still was the increase in the num­ber of users stat­ing they use Linkdex sev­er­al times a week, which increased from 26 to 39 per­cent.

In fact, usage for each and every fea­ture of the Linkdex plat­form expe­ri­ence pos­i­tive uplift, includ­ing major fea­tures such as Rank Track­ing (up from 91 to 98 per­cent), and Vis­i­bil­i­ty (up from 87 to 97 per­cent). In par­tic­u­lar, usage for less­er used fea­tures is now sig­nif­i­cant­ly high­er, espe­cial­ly in the case of Tasks (up from 43 to 68 per­cent) and Tag / Group Analy­sis (up from 64 to 87 per­cent).

These find­ings are like­ly a tes­ta­ment to a much improved, inter­linked and user friend­ly user expe­ri­ence, where­in users are dis­cov­er­ing and mak­ing greater use of the full scope of our plat­form.

3) Exceptional account management and support

It’s worth not­ing at this point that Linkdex has nev­er been sin­gu­lar­ly a soft­ware plat­form. Inte­gral to our USP has been an account man­age­ment team that sup­ports and enables our clients to expe­ri­ence and get the most out of the full breadth of the plat­for­m’s fea­tures.

Accord­ing to the Brand­Hook sur­vey results, Linkdex’s account man­age­ment team con­sis­tent­ly per­formed above indus­try expec­ta­tions, and notably so above that of our com­peti­tors.

In fact Linkdex main­tain the high­est score for account man­age­ment in com­par­i­son to equiv­a­lent scores for our com­peti­tors, with the Brand­Hook sur­vey results show­ing we con­tin­ue to pro­vide the best account man­age­ment ser­vice in the indus­try.

Future Growth and Development

The over­whelm­ing take­aways from the roll­out of the new plat­form, and the Brand­Hook sur­vey results con­firm the suc­cess­es we’ve had work­ing with clients and part­ners in devel­op­ing Linkdex to be the best-in-class SEO plat­form, sup­port­ed by the best-in-class account man­age­ment team and ser­vice.

It’s already made an impact from a busi­ness per­spec­tive. Our 2016 Q1 results have shown that since the launch of the new plat­form, we seen record sales, record­ed more demos and tri­als, and onboard­ed and trained more users across than ever before.

And this is just begin­ning. Ahead of us, we have the most excit­ing devel­op­ment roadmap in Linkdex his­to­ry, with the new plat­form ensur­ing we can roll­out these new fea­tures in record time.

For our part, Linkdex will con­tin­ue to strive to pro­vide an excep­tion­al user expe­ri­ence, increas­ing­ly built and devel­oped for, and in part­ner­ship with our clients and users.

Find out how you can ben­e­fit from Linkdex’s new fea­tures by request­ing a demon­stra­tion below.