159: Understanding How to Build a Strong Response Time and Increase Your CSAT Score with Jose Herrera
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Jose Herrera) is the CEO and co-founder of a Horatio), a Customer Experience company for today's fast-growing brands. Jose sets the strategic vision of Horatio and leads all growth, sales, and marketing efforts for the company.

Prior to founding Horatio, Jose was the Vice President at Morgan Stanley, overseeing the Latin American Investment Management institutional sales group. Originally hailing from the Dominican Republic, Jose and his two co-founders, Alex Ross, and Jared Karson, were inspired to create a company that provides tech-enabled customer support for North America's biggest brands while also creating opportunities locally on Jose's native island.

In 2021, Jose was named by Forbes Magazine on the Next 1000) list of today's entrepreneurs, redefining the American dream.

Questions

• Can you share with us in your own words, a little bit about your journey and how you got to where you are today. So, could you share that with us?
• Could you share with us a little bit about Horatio? And what Horatio does? What are some of the brands that you support? And is it industry specific? Or do you cut across all different industries?
• What are customers’ expectations now in terms of a company or a brand’s response time?
• What are maybe two or three other key performance indicators that you think are critical for a company to truly attract customers that will remain loyal to them?
• In your opinion, do you think if your satisfaction score is high that that guarantees the customer will remain loyal to you?
• Now, could you share with us Jose, what's the one online resource, tool, website or app that you absolutely can't live without you in your business?
• Could you also share with our listeners maybe one or two books that have had the biggest impact on you? It could be a book that you read recently, or maybe one that you read a very long time ago, but it still has a very big impact on you.
• Could you also share with us maybe one or two emerging trends that you see in customer experience for 2022 and beyond? Anything that you think is coming up that you think brands need to definitely pay attention to?
• Could you also share with us what's one thing that's going on in your life right now that you're really excited about? It could be something you're working on to develop yourself or your people.
• Where can listeners find you online?
• Do you have a quote or a saying that during times of adversity or challenge, you will tend to revert to this quote? It kind of helps to get you back on track or get you back refocused.

Highlights

Jose’s Journey

Jose shared that he grew up in the Dominican Republic, and he pursued his undergraduate career in the United States. And after he graduated from college, he spent almost 10 years in the financial services industry. And he then pursued my MBA at Columbia Business School, which is where he met his co-founders, Alex and Jared. And after they graduated from Columbia Business School, they started Horatio as a way for them to, number one, generate meaningful job opportunities and improve the working conditions of the Dominican Republic, which is where he grew up, and also redefine what it means to provide an amazing customer experience working with some of the fastest growing e-commerce companies in the world.

What is Horatio and the Brands That Horatio Supports?

Jose shared that Horatio mainly provides omnichannel customer support across chat, e