It’s October, and as the month progresses toward its frightening finish, some of the great psychological horror stories come to mind such as The Shining and When a Stranger Calls. While bad customer ...

Most customer experience "horror stories" don't start with bad intentions. They start with good people working hard, but in disconnected systems. A customer emails support. Someone else responds on ...

Everyone has an automated customer service horror story, but for many consumers, the horror is less about man versus machine than about getting a satisfying outcome from a service call. A recent ...