Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)

Satmetrix publishes 2015 NPS benchmarks

Netflix, which was second a year ago to Pandora, moved to the top spot in the Online Entertainment category. Also of note, Trader Joe's, which had led the Grocery/Supermarkets sector for four consecutive years until Wegman's rise to the top last year, returned as the category leader.

The Telecommunications industry witnessed several shifts in this year's report as well. Verizon, which was runner-up to DirecTV last year in the Cable/Satellite TV Service sector, is this year's winner. Newcomer Boost Mobile replaced TracFone as the No. 1 loyalty leader for Cellular Phone Service while Verizon took over first place among Internet Service Providers, replacing Brighthouse Networks.

JetBlue soared to new heights in the Airlines sector, supplanting last year's winner Southwest Airlines. The Apple iPad/iPad mini finished first for Tablet Computers and Ritz Carlton won for Hotels, overtaking Westin.

Other highlights from the 2015 NPS Benchmark reports include:

• Costco had the best overall NPS score at 79.
   
• USAA continued its preeminence in three industry sectors (home/contents insurance, auto insurance and banking) winning each category for the sixth straight year.
   
• BlackBerry showed the largest overall NPS increase in this year's study. While many analysts had left this company for dead, BlackBerry received high grades from customers based on the improved quality of its viewing screen and appears to be on the rebound in the smartphone sector.
   
• Despite owning the lowest company reputation score in the Software & Apps sector, Uber customers like the service and would likely recommend it to a friend.
   
• Regardless of the bad press it has received, Uber still managed to place second in the category benchmark.
   
• Even though CEO Dave Barger stepped down last month, JetBlue has risen to new levels to take the top Airlines spot. For JetBlue, it's all about the customer experience and it seems to be paying off. It has introduced a premium service equipped with private cabins, the longest beds in the U.S. domestic market and a new menu. Plus, it offers passengers complimentary entertainment, beverages and snacks. Meanwhile, Southwest Airlines - last year's leader, slipped to third.

Brendan Rocks, head of data science at Satmetrix, concluded: "The Net Promoter leaders in their respective industries have positioned themselves to outpace the competition in the areas of increased customer retention and acquisition - and ultimately in terms of bottom line growth."

The Net Promoter Score, or NPS, for each brand is based on customers' likelihood to recommend the company's product or service in the sector being rated. NPS is calculated as the percentage of customers who are promoters, rating the company 9 or 10 on a 0-10 point scale, minus the percentage who are detractors, rating 6 or lower.

Consumers also rated each brand on various aspects of customer experience, including product or service features, customer service and overall value, enabling Satmetrix to identify the key drivers of loyalty and recommendation.

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)