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.
When Does Bad Customer Service Become Evil?
There's a story making the rounds the past few days of a customer who had tried for over a year to get Comcast to...
Too bad the ATM at my bank doesn’t do this
This video is old, but it's new to me. Take 45 seconds to watch it and see a customer experience that practically defines "delight." Apparently...
You Had Good Runs
Given the circumstances, 1-800-Flowers can't be happy to see their name in the New York Times over an epic miscommunication. The flower arrangement for Grandma's...
Brittle Experiences
Think about what happens to a piece of glass when you hit it too hard: it shatters into a million pieces. We say that...
People Hate us on Yelp!
Lots of small businesses don't care much for Yelp, the online review site which can have an outsize influence on driving traffic to or...
Cross-Channel Service Continuity
I'm going to predict that one of the most exciting areas in customer experience over the next decade will be cross-channel service continuity. A few forward-thinking...
Insights Aren’t Enough
Anyone who has done any sort of data collection or analysis in the business world has almost certainly been asked to produce insights. "We're...
Cross-channel customer feedback
If you check your bank balance online and then call customer service because you discovered a mistake, chances are that you think of that...
Naughty, Naughty Radisson
I came across something new while doing a customer survey about a recent stay at the Radisson Blu in Chicago. Near the end of the...
Happiness is Driven By Expectations
In the news today is some research on what drives people's happiness moment to moment. Using data from 18,000 participants, researchers found that people's...
Uncorrelated Data
A few months ago I wrote about the Spurious Correlation Generator, a fun web page where you could discover pointless facts like the divorce...
My Dashboard Pet Peeve
I have a pet peeve about business dashboards. Dashboards are great in theory. The idea is to present the most important information about the business...
Policy vs. Culture
Yesterday, Comcast had to endure an online PR nightmare when a customer posted a recording of what happened to him when he tried to...
The Kano Model and Customer Feedback
In the 1980's, Noriaki Kano developed a conceptual model of how customer preferences drive satisfaction. This is now known as the Kano Model, and...
The Treadmill of Customer Delight
There is no such thing as a company which provides a consistently exceptional customer experience. The problem is that customers' expectations are set, in large...
Know Your Customer
Zappos, the online shoe company owned by Amazon, rightly has a reputation for providing a great customer experience. They also know their typical customer well,...
Compliance and Customer Opinions
Compliance and customer opinions often get lumped together when trying to measure the customer experience, since they are both generally related to the quality...
Customer Experience Isn’t the Only Thing
Customer experience is an important part of how companies differentiate themselves competitively. But it's not the only thing. There are some circumstances where it...
Pro Tip: Actually Listen to your Call Recordings Before Responding to a Complaint
Most companies of any size routinely record calls to customer service, and in some industries it's a legal requirement. So when a customer complaints that...
Combatting Survey Overload
I took a three-day trip this week to the CXPA conference in Atlanta, and was asked to take a survey about almost every single...