To turn customer problems into engagement opportunities, companies need efficiency, empathy and ease.
Americans are mixed about how much the environment affects their consumer behavior. A solid majority have bought products that might help the environment, but fewer have contacted businesses or bought stocks for environmental reasons.
Three-quarters of U.S. small-business owners believe they will have enough money to live comfortably if they retire, although half would continue working even if money were no object.
Customers who love a brand are more sensitive to how that company resolves problems -- for better or worse.
Globalization has become a scapegoat for rising inequality and weak economic performance, but the evidence for this is weaker than commonly believed.
For every one fully engaged banking customer in Mexico, another three are indifferent or disengaged.