Customer Engagement

To turn customer problems into engagement opportunities, companies need efficiency, empathy and ease.

Customers who love a brand are more sensitive to how that company resolves problems -- for better or worse.

B2B Customer Centricity

How to Drive Analytics-Based Sales

When companies handle problems effectively, they can end up with higher customer engagement than before the problems occurred.

For every one fully engaged banking customer in Mexico, another three are indifferent or disengaged.

Less than half of U.S. employees strongly agree that they know what makes their company's brand different from that of competitors.

Leaders need to act fast to stop revenue declines from millennial consumers.

Insights to Improve Customer Engagement

Struggles with indifferent B2B and banking customers were major business challenges covered in 2016.

Parent engagement is vital for school success, yet only a third of parents have ever participated in parent surveys or research.

Customers in China most want financial advice from banks. Digital expansion is not the solution to engaging customers.

Banks should implement five strategies to deliver seamless channel experiences for customers.

Customer engagement strategies should be well-rounded -- but ultimately revolve around providing perfect channel experiences.

Top-quartile business units have 50% higher revenue/sales than those in the bottom quartile.

Aggressive channel expansion does not enhance engagement. Satisfying customers in every channel interaction does.

The best companies make a strategic choice to engage customers or satisfy them -- or both.

Malaysian banks are doomed to stagnant growth if they fail to appeal to millennial consumers.

Only 28% of Malaysian banking customers are fully engaged

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