Do you truly want to know how customers view your customer service (and can handle the truth)? If so, here’s a 10-point consultation that will help you do exactly that through improved customer survey ...

Alex Ross is cofounder & COO at Hire Horatio CX. Horatio CX manages the CX & other customer needs for today's fastest-growing brands. Historically, many companies used customer service surveys to ...

At 12 years old, customer service and experience expert Shep Hyken started his first business as a birthday party magician. It was then that his parents first instilled in him the importance of ...

Everybody knows that people fear public speaking even more than they fear dying. Right? Well, like many such “facts,” this idea is actually the result of a flawed survey question. In 1973, a poll ...

It takes only one bad customer service call–one mind-numbing, seemingly endless call–to threaten to ruin someone’s day. Could artificial intelligence offer an alternative? A new survey commissioned by ...