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.
How Not to Do a Phone Interview
I'm a big believer in using phone interviews to get real-time in-depth feedback on customer service. There's simply no better way to have an...
Warranty service on an Epson projector
Over the weekend my home theater projector, an Epson 8350, died. It was about 18 months old, and didn't last nearly as long as...
FCC Rule Changes and Outbound IVR Surveys
The FCC has made some rule changes which go into effect October 2013 which add new restrictions on the use of outbound IVR (aka...
Getting rid of the toll-free number?
According to the LA Times, Spirit Airlines, the aggressively customer-unfriendly purveyor of cheap airfare and expensive extras, has gotten rid of its toll-free customer...
Give Us Five Stars for Discounted Pizza
Consumerist has the latest example in a long string of companies bribing customers for good survey scores. A Pizza Hut franchise taped a note...
The Assembled Grill
Assembling a new gas grill can be a pain, and for many customers, it's a definite plus when the store will assemble it for...
HIPAA Compliance and Customer Feedback
Vocalabs has several healthcare-related clients, so we are used to dealing with the privacy and security requirements of HIPAA. Some recent changes to the...
Some. Passengers. We. Just. Can’t. Move.
Airlines have inflicted so many annoyances on their customers--intentionally or through incompetence--that it's almost refreshing to read about a situation which wasn't actually caused...
We Can Record You, but You Can’t Record Us
Via Techdirt today, a mildly amusing recording of a customer taunting a Time Warner Cable CSR by saying he's recording the call. In the recording...
Making Surveys Predictive
There's a simple but powerful technique I think should be part of every customer survey to make it much more valuable for business decisions:...
Closing the Loop in Closed Loop Customer Feedback
Closed Loop is a popular buzzword for customer feedback programs today. It means implementing a formal process whereby customer feedback is used to drive...
Metrics are Less Important than Process
I see a lot of people spend a lot of time and effort making sure they focus on the "right" metric in their customer...
Rethinking the CSR
Traditionally, the job of the Customer Service Representative (CSR) was to take requests and orders from customers and generally handle transactions as cost-effectively as...
Delta Says: Please Take This Survey, Even Though We Won’t Read It
Sunday morning I flew Delta from Minneapolis to Atlanta for a conference. Delta cares enough about my opinion of their airplanes that on Tuesday afternoon--over...
Here’s How to Lose a Customer
At home, I get my Internet service from Comcast. In my neighborhood the only other major option is CenturyLink, which is slower but cheaper....
Stop the Net Promoter Madness!
Net Promoter is a trendy way to measure how well a company is doing in its customers' eyes. It uses a single question, "How...
Caution: Big Data Ahead
"Big Data" is a fashionable buzzword these days. It refers to the practice at many companies (especially Internet companies) to collect insanely massive data...
Great Product, When it Works
When it comes to customer service, most companies have one of two basic attitudes. The first, and less common, is to take the attitude that...
Are IVR Polls Cheating?
Predicting the outcome of an election is one of the hardest things a commercial survey company is likely to do. It's hard to predict...
Does $50M in Marketing Overcome Bad Customer Service?
Ira Kalb reports today in BusinessInsider (via Consumerist) that Time Warner Cable is spending $50 million on a marketing campaign to try to win...