Peter Leppik

Pretty Good Practice: Track Service Recovery

Service Recovery is what you do when a customer has a really bad experience. It can be triggered by a complaint, a bad survey...

Go Ahead and Complain. We’re All Listening

Yesterday the Consumer Financial Protection Bureau (CFPB) released part of the database of consumer complaints about banks. Right now this is a limited data...

How Not To Handle Negative Feedback

What's the right way to deal with negative customer feedback? Opinions may differ, but I think everyone agrees that you shouldn't send the following...

Getting Started on Customer Feedback

You've just been given the task of starting a new customer feedback program. Where do you start? Before you ask a single survey question, before you...

Reporting Right

If you're getting good feedback from your customers, congratulations. You've solved the first third of the problem of building an effective program. The next piece...

Simple is Hard

If you hang around user interface designers long enough, eventually you will hear the phrase "Simple is hard." Designing an intutiive, easy to use system...

When to Break the Rules

In an in-flight emergency requiring immediate action, the pilot in command may deviate from any rule of this part to the extent required to...

Pretty Good Practice: Listen to Interview Recordings

As I like to tell our clients, "statistics prove, but stories persuade." We naturally respond more to one customer's story than to a dry...

Everything’s Fine, Why Do You Ask?

A few weeks ago I purchased a very expensive piece of software from a company I'll call Baked Mud Software. As part of the...

Declining service and sneaky price increases

In our business office, we've used Comcast's business-grade cable modem service for Internet access since 2007. In general we've been satisfied: the service is...

Pretty Good Practice: Survey Continuously

Many companies like to collect customer feedback on a regular schedule: monthly, quarterly, yearly, etc. This is a good idea, but it's an even...

What to Do with Free Responses?

Free response questions (aka open-ended questions, aka verbatims) are a powerful tool for finding out what's top-of-mind with customers. The traditional method for dealing...

The Graph we Didn’t Include

One graph we did not include in the recent NCSS report is the complaints about how hard it was to find the phone number...

What to Do About a Bad Survey

Consumerist today has a story of a car buyer who was told he had to give the dealer top marks on the customer survey...

Customer Service and Loyalty

Conventional wisdom--and a moderate amount of academic research--holds that better customer service leads to increased customer loyalty. The effect takes some time, however. If customers...

T-Mobile’s Future

T-Mobile is in the news today for announcing that it plans to reduce its customer service operation by 1,900 people over the next several...

Understanding Patterns of Customer Behavior

Advanced analytics tools have made it easier than ever to identify patterns of customer behavior. It's now much easier to learn things like how...

Service Recovery

In customer service surveys it's fairly common to find customers who need more attention from the company. If a customer expresses dissatisfaction during an...

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