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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.

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…

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...

Journey Surveys

Journey surveys provide a different approach to a customer feedback program, one which examines the overall customer experience rather than individual customer touchpoints. Journey surveys...

Product Reviews Should Include Customer Service

Last week, Brian Chen wrote in the New York Times' Personal Tech column that product reviews are broken. The reason? Everybody focuses on the product,...

Comcast’s Ten Point Plan

In the wake of Comcast's acquisition of Time Warner being sunk by bad customer experience, Comcast has apparently come out with a ten-point plan...

Bad CX Sinks $45B Deal

"How do you measure the ROI on Customer Experience?" That's a common discussion topic any time customer experience professionals gather. Everyone knows that there's a...

Shots Fired in the Metrics War

A recent academic paper, The Predictive Ability of Different Customer Feedback Metrics for Retention, is likely to stir things up in the debate about...

Too Small for Surveys?

When is the right time in a company's growth to put in place a customer feedback program? Not every company needs or would benefit from...

B2B Customer Feedback

Customer surveys are just as important a tool in business-to-business relationships as in business-to-consumer relationships, and we see a lot of interest from B2B...

Can you spot the survey mistakes?

Here's an amusing/horrifying story about a customer survey process gone horribly wrong: Me: “Sir. Why are you giving us bad grades on the survey? You...

Whatever happened to that study?

This particular story comes to us from the Department of Homeland Security, probably one of the most dysfunctional federal agencies (and that's truly saying...

Drowning in Data, Starved for Stories

Most customer surveys today are drowning in data, but starved for stories. They're swamped with statistics, but eschew empathy. They're loaded with Likert scales,...

Post-Christmas Survey Design

It's that time of the year again, and if you're a parent and Customer Experience professional like me, you're probably busy designing your post-Christmas...

Mandatory Survey Questions are Evil

You're merrily filling out a survey for some company when you come to a question you just can't answer. Maybe the question is asking...

It’s Time to Ditch That Long Survey

Is your customer survey too long? In my opinion, if your transactional survey is longer than five minutes (for a phone interview) or one screen...

Be Thankful for Negative Feedback

It's that time of year again: airports are filling up, frozen turkeys are on sale at the supermarket, and writers are searching for a...

Money vs. Attention

Techdirt ran another article about Comcast's reputation for poor customer service today. In it, the author repeated a common conclusion which I think is...

Gamification vs. Incentives and Recognition

Call me a curmudgeon, but I have a hard time getting behind "gamification" in the workplace. For those not familiar with gamification, it basically means...

Troubleshooting a Survey: What Can Go Wrong

A lot of things have to happen to build an effective customer feedback program. The flip side of this that if you have a customer...

Explosion of Really Bad Surveys

Local newspaper columnist James Lileks takes some well-deserved (and hilarious) potshots today at bad surveys. He also reveals that, back in college, he did a...

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