Retail

Customer centricity is crucial for effective problem resolution -- and engaged workers can help leaders get there.

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.

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

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

Consumers' average daily spending over Black Friday weekend was on par with the higher levels Gallup has seen in recent years.

More than six in 10 Americans think it is likely the U.S. economy will become cashless in their lifetime. Still, more say they personally like to have cash on them at all times than say they are comfortable without it.

Fewer Americans say they are making all or most of their purchases with cash, compared with what they say they did five years ago. But few indicate they have given up cash altogether.

71% of millennials are either not engaged or actively disengaged at work

Marketers faced many challenges in 2015, and Gallup covered some of the most significant ones, such as Volkswagen's emissions scandal.

The holiday season comes with a heightened sense of urgency and even chaos for employees, especially those in retail.

On Cyber Monday, major chains frustrated shoppers when their websites failed to keep up with demand. Disengagement could follow.