(MoneyWatch) Do you think your customer service is more on point than ever? That the cutting-edge technology you've put in place has brought your customer game to a new level? That your self-help ...

Mystery shopping is a $1.5 billion industry that employs more than 1.5 million people worldwide. It has served for decades as a way for companies to measure the quality of the customer service their ...

The stats are worse than we might have thought: A software company conducted a “mystery shopper” test earlier this year, e-mailing online retailers to rate their customer service and responsiveness.

Claude Opus 4.5 has topped coding and agentic use benchmarks, but it’s also displayed some qualities that benchmark creators ...

CNN Money/Fortune recently did a revealing (even entertaining), nonscientific customer service test. A reporter contacted eight household-name companies, including Zappos and Delta, with a complaint ...

His latest article, US Flight Reductions and Customer Fallout: How Airlines Can Win or Lose in Crisis, analyzes how United, Delta, American, and Southwest responded to the FAA directive, revealing ...