Have you seen The Customer-Focused Marketing Playbook?

This comprehensive and practical guide to the latest ideas in customer-focused marketing hands you over 200 packed pages of strategy, best practices, do's and don'ts, practical know-how, facts and figures, and ideas to optimise your marketing strategy, boost sales, market share, increase ROI and profit.

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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-Focused Marketing Playbook?

This comprehensive and practical guide to the latest ideas in customer-focused marketing hands you over 200 packed pages of strategy, best practices, do's and don'ts, practical know-how, facts and figures, and ideas to optimise your marketing strategy, boost sales, market share, increase ROI and profit.

Learn the insider's tricks and techniques to turn every customers into a 'super spreader' for your brand. It's better than free advertising. Once you start this ball rolling, your brand can grow rapidly through word-of-mouth, advocacy, influencers, and customer loyalty. Super-charge your company's marketing strategy, build up your market share, and make more sales through repeat business and customer loyalty.

Find out what works - and what doesn't - and who's succeeded, and how they did it. See how the world's top brands keep their competitive edge against all odds.

The Customer-Focused Marketing Playbook walks you step-by-step through the techniques, metrics, reporting, analysis, marketing models, technologies, tools and innovations for successful marketing strategies - both traditional and emerging - with expert guidance from thought leaders in every major market. Find out the best ways to gather, analyse, and act on customer data to increase profitability, build your brand, empower your customers, beat the competition, reduce churn, and increase customer profitability. This is a marketing book you simply can't afford to be without.

This book aims to hand you all the facts, figures and research data you need for the best decisions for a more profitable, more engaging marketing strategy. It also highlights all the facts, forecasts and trends identified by our experts from the global Marketing Factbook's vast database of market data, news, studies, research and articles, and presents you with an invaluable library of ideas and practical support you can call upon at will.

With The Customer-Focused Marketing Playbook at your side, you'll have instant access to a true goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, research and market data, plus all the supporting arguments you need to build a solid, profitable marketing strategy.

Get it on Amazon (Kindle/Print)