Brand reputation is built on consumer feedback. But overcoming the schism between a brand’s desired identity and how customers actually perceive it is a challenge that many new and even ...

Customer sentiment is the emotional tone or attitude expressed by customers toward a brand, product or service. Understanding this can give companies a significant advantage in shaping business ...

Better customer retention. By identifying dissatisfaction early, sentiment analysis aids proactive interventions, which helps to reduce churn and improve loyalty. Transformative business insights.

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 ...