The Importance of Knowing About Customer Experience on your Website

How many times have you recommended a company's products or services? How many times has a customer recommended your brand? These are very important questions because your brand's quality is ultimately bound by these answers. They show a brand's relationship with its users, the way they are treated while interacting with it, and the overall value a company places on its clientele.

People want companies to notice them. If this doesn't happen, negative reviews are likely to start reaching the brand's online domain. You have to know your customers and do everything you can to satisfy their needs. As a business owner, much of your work will always focus on keeping your customers happy and pleased with your brand. This is known as "customer loyalty." It goes beyond finding new leads. It's also about making sure customers will remain loyal to a brand despite the ever-changing circumstances around them. You want your audience to continue acquiring your products/services and following your social media profiles. You want to become a reference for them so they will start recommending your company to other people.

How Can You Know if Customers Are Satisfied?

There are many indicators that show the quality of the experience customers have when they visit your website. One of the easiest ways to do this is by looking at the reviews left on your domain and evaluating the overall levels of satisfaction and discontent. Another way is through social media. Social platforms have become a common space for users to express themselves freely about any topic, either to praise or to condemn.
Naturally, this includes customers ready to share their opinions and experiences after trying your brand's services.

There are several methods to measure the customers' satisfaction worldwide. The Net Promoter Score (NPS) is one of the most famous metrics created to do this. Before going through the most popular options, you need to keep in mind that it's not about measuring experience, it's about having a tool that's useful and reliable in its results.

Brands Created to Measure Customer Experience in the US and the World

• Net Promoter Score: It's a metric capable of measuring the satisfaction levels of each customer that acquires products/services from a particular brand.
• Zendesk: It's a support platform with a built-in NPS software that measures customer loyalty via surveys.
• Customer Satisfaction Score: The CSAT is a metric that, as the name indicates, measures the customers' satisfaction levels in relation to a company and its performance.

There are other similar metrics in the market, but the real question is, do they work? Are the results reliable? We have good news for you. The WebFindYou technology has a tool capable of revealing your customers' behavior while being integrated to other 19 digital marketing tools that will help your company become successful on the Internet. Keep reading to know all about it.

Customer Loyalty Via Social Media

Social media represents one of the most effective mechanisms created to achieve customer loyalty. Nothing can top Facebook, Instagram, and Twitter when it comes to spreading content, so it's your job as a business owner to use these platforms to secure customers and earn a bigger following for your brand. You can also secure customer loyalty through your own website. If a customer is comfortable while browsing your brand's domain, he/she will probably leave 5-star reviews and positive comments on your website. More importantly, these customers will likely recommend your company to other people.

Your purpose must be to convince users without undervaluing the commercial relation you've started with them. You must also be capable of providing the best service. This way, when you implement your Web Promoter Score, your results will surpass expectations.

A report studying social media advertising stated that 41% of Twitter users made purchases from brands they follow after being exposed to their ads on the social platform. This is because Twitter's main feature is the presentation of condensed information in 280 characters; this works as a good content strategy to reach trending topics and to encourage interaction with consumers.

When talking about customer loyalty, whether on a domain or on social media, it's important to note that consumers often get closer to brands because of positive experiences shared with them on social media. If you want users to be loyal to your brand, make sure they are always satisfied after every interaction and keep a positive feedback. You can analyze the results of this strategy using WebFindYou's Web Promoter Score tool.

Why Shouldn't You Use NPS or Any Other Metric?

1. WebFindYou is the first and only All-In-One Digital Marketing Technology offering an improved, more practical version of the regular customer experience metrics. We count on a tool that matches the advantages offered by Net Promoter Score. While NPS has a valuable metric mechanism that is widely used in the US and the rest of the world, it's still a single service you will have to pay for individually. Our technology provides a complete service: The Web Promoter Score with 19 more digital marketing tools to lead your online business down the road to success.


2. A key difference between the Net Promoter Score and the Web Promoter Score is that the former sends a survey to customers separately, irritating users who don't want to be bothered with seemingly unimportant questions. With WebFindYou's Web Promoter Score, there's no need to send surveys because our technology measures customer experience through an integrated reputation management system.


3. Net Promoter Score asks users how likely it is for them to recommend your brand to others, then it provides an answer scale from 0 to 10. Our Web Promoter Score poses this question: On a scale of 1 to 5, how would you qualify the experience with the company? We ask a precise question and offer a smaller scale to generate more accurate results.


4. Net Promoter Score, and any other metric for that matter, has a wide scale range that might not provide enough details to define a consumer's opinion of a particular brand. Numbers from 0 to 6 represent detracting customers; 7 and 8 represent passive customers who are moderately satisfied with the brand; 9 and 10 correspond to customers who are satisfied with the brand and open to recommend it to others (promoters). Our Web Promoter Score offers a simpler scale: a scale from 1 to 5 to determine whether the customer's experience was remarkably negative, thoroughly pleasant (5), or any stage in-between.

Now you understand why we emphasize the question of whether the metrics used worldwide work appropriately. The answer is that you must use our Web Promoter Score to obtain precise results. You will know your customers' behavior while being able to evaluate the elements you must improve in your brand and the methods you have to change in your service.

Learn all the Details About Your Customer's Behavior with WebFindYou

As we said earlier, we offer the same mechanism implemented by Net Promoter Score with less hassle and more precise results. The formula to analyze the user's experience is also the same, only condensed: 5 stars is a promoter, 4 stars is a passive client, and stars 1 to 3 represent detracting customers. If you want to get more details about our All-In-One Digital Marketing Technology and the 20+ digital marketing tools currently available to help your online company, call 1-866-SEO-WEBS (736-9327) or fill out the contact form in our website. With the WebFindYou technology, digital marketing strategies become more effective, generating better results and more revenues. Become one of our success stories!

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