Forrester Shows Where Brands Need to Better Engage Customers

How do customers feel about their experiences interacting with leading brands? Forrester, a leading independent research firm, analyzed responses from over 7,700 U.S. consumers, age 18 and older, who were asked three essential questions about 154 North American brands in 13 industries:

1. How enjoyable were they to do business with?

2. How easy were they to do business with?

3. How well did they meet your needs?

The answers were fascinating — and somewhat bracing.Continue reading...