Peter Leppik

Customer Experience Non-Trends for 2018

It's the beginning of a new year, which means it's time for pundits and prognosticators to pull out their crystal balls and make predictions about the twelve months to come. Bruce Temkin, for example, has declared that the Customer Experience Theme for...

This Is Why Survey Design is Hard

Not everyone is going to immediately spot the problems I saw with this online survey I got from Discover Card this week. But some...

Making the Company Human

If you are one of the lucky few who plunked down the equivalent of a four-year degree to buy a Tesla Model X, you...

Why We Still Like Phone Interviews

While we at Vocalabs provide a variety of customer feedback channels to our clients, we still think phone interviews are often the most important...

Listening to Customers

Every company likes to say that it listens to customers. But when was the last time you literally listened to a customer? I've learned over...

Incentives Run Amok

Here are three stories which have one thing in common: Several customers have reported being "fired" from their Ford dealer after providing less-than-perfect ratings on...

A Tale of Two Airlines

This has been a bad week for United Airlines. After making news for having a paying customer dragged off a plane, bloody and unconscious,...

2016 NCSS Banking Results

We've published the 2016 results of the National Customer Service Survey on Banking. This ongoing research tracks the customer service quality at Bank of...

Helpful Feedback

Imagine taking a college class, and at the beginning of the semester the Professor announces, "For this class, we're not going to be handing...

Net Promoter Score (NPS) in B2B Surveys

If you're thinking about using the Net Promoter Score (NPS) on a business-to-business survey, there's some extra factors you should consider before committing to...

Customer Experience Non-Trends for 2017

It's the beginning of a new year, which means it's time for pundits and prognosticators to pull out their crystal balls and make predictions...

“Smart” Products vs. Services

It used to be that when you opened up your wallet, you knew whether you were buying a product or a service. New pair...

Falling Through the Cracks

Most companies can handle the ordinary customer service issues just fine. Often, the difference between a company with terrible service and great service is...

Mistakes about Margin of Error

Pop quiz time! Suppose a company measures its customer satisfaction using a survey. In May, 80% of the customers in the survey said they were...

Incentives

A few weeks ago the Harvard Business Review published an article with the provocative title, Stop Paying Executives for Performance. The main thesis was,...

NCSS Results: T-Mobile Keeps Getting Better, Comcast Still Trails

We just published the 2015 results for the National Customer Service Survey (NCSS) of Communications companies. This ongoing survey tracks customer service quality at...

NCSS Results: Chase on top, Bank of America Improves

We just published the results for the National Customer Service Survey (NCSS) on Banking for 2015. This is our ongoing syndicated research program comparing...

Sharing Feedback, Constructively

Back when I was is college I took a creative writing class, and part of this class was to critique each other's work: read...

ABRA Is Not Subtle About Survey Manipulation

Fellow CX professional Jason Kapel told me about a recent experience at ABRA Auto Body. He had his car repaired, and while the experience...

Customer Experience Non-Trends for 2016

It's the beginning of a new year, which means it's time for pundits and prognosticators to pull out their crystal balls and make predictions...

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