Peter Leppik

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...

Customer Experience Doesn’t Matter…Until it Does

Consumer Reports is out with a survey today about cable TV companies. They had a couple of not-surprising findings: Consumers hate their cable companies, and More...

Survey Incentives

Incentive payments are a standard technique for increasing survey response rate. Whether a straight-up payment ("Get $5 off your next order for taking our...

New Posts