Peter Leppik
Peter Leppik
Peter U. Leppik is president and CEO of Vocalabs. He founded Vocal Laboratories Inc. in 2001 to apply scientific principles of data collection and analysis to the problem of improving customer service. Leppik has led efforts to measure, compare and publish customer service quality through third party, independent research. At Vocalabs, Leppik has assembled a team of professionals with deep expertise in survey methodology, data communications and data visualization to provide clients with best-in-class tools for improving customer service through real-time customer feedback.
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...
Customer Survey Mistakes Almost All Companies Make
It's easy to do a survey, but it's hard to run an effective customer feedback program that leads to changes in a company's actions...
What Are Your Goals?
Before you get into the nuts and bolts of designing a survey program, spend some time sharpening up what you hope to accomplish. A...
Apple Gets 998 Things Right and Two Things Wrong
Over the past few days both my wife and I managed to drop our iPhones and shatter the screens. I headed to Apple's website...
Cease And Desist From Your Customer Feedback
A couple weeks ago David Lazarus of the LA Times wrote a column about an AT&T customer who emailed the company president with a...
Big Data is the Industrial Byproduct of the 21st Century
I read a thought-provoking and contrarian perspective on Big Data a few days ago by Maciej Cegłowski, Haunted by Data. Maciej argues that data...
And don’t come back!
Another report of a car dealership's bad behavior in a customer survey: this time, a Ford dealer banned a customer because the customer gave...
Retention Departments Should Die
Retention departments can be some of the worst cesspits of customer experience, and it's not hard to see why. By definition, the role of...
Bigger Data Is Not Always Better Data
"When in doubt, collect more data." That could easily be the guiding principle of business in the year 2015. Collecting data is easy and storing...
Does Your Effort Have Value?
There's a lot of different activities that go into an effective customer feedback program, but not all of those activities have equal value. Based on...
What does it mean to be customer-centric?
Business writers like to talk about the benefits of being customer-centric. But what does it mean, and how do you know whether a company...
Amateurs Talk Strategy, Professionals Talk Execution
Amateurs Talk Strategy, Professionals Talk Logistics That's an old military quote that sometimes gets pulled out at business leadership conferences. Strategy is the easy part....
No Customer Problem is Unimportant or Unfixable
In a couple of my clients, I've noticed an uncommon attitude towards the customer experience. Where most companies often push back on trying to solve...
Doing a Thousand Things Right
Creating a good customer experience is often about doing a thousand little things right. It's easy to lose sight of that fact when you're trying...
A/B Testing for Customer Experience
A/B testing is one of the most powerful tools for determining which of two (or more) ways to design a customer experience is better....
Book Review: Customer Experience 2.0
Longtime readers will know that I don't normally write book reviews on this blog. In fact, this will be my first. But when I...
Don’t Treat Your Customers Like Mushrooms
"They treat me like a mushroom," as the old joke goes. "They keep me in the dark and feed me ****." Nobody likes being treated...
Dear Xcel Energy: Here’s Why Nobody Takes Your Survey
Browsing the Xcel Energy website recently I was accosted by one of those ubiquitous popup surveys. You know the kind: one which asks if...
Shockingly Good CX from T-Mobile
It's often easier to find things to complain about in Customer Experience than examples of things that went well. But yesterday I had a...