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No, I don’t want to press 5 to repeat the main menu, you %*#&er!
Author: Bill Cusick
April 27, 2005
I know I just harped on this a few entries ago, but at what point are larger companies going to understand that they need to make it incredibly easy for customers to chat with a helpful customer service employee on the phone?
I recently called our mammoth health insurance company to report a recent claim 
(yeah, the marathon thing). I called the number that, according to my membership card, is solely dedicated to reporting claims. Of course, I was confronted with a laundry list of choices, none of which was reporting a claim. I could change my address on the account, check on the status of a plethora of details for my account, request a new card, blah, blah. No reporting a claim, no option to talk to a live, functioning human.
Once again, I must ask: How hard is this stuff? The problem, of course, is that the people who are the closest to the customer service processes are focused on the absolute wrong issues. They target technology, efficiency, etc. It’s a classic inside-out perspective, which will always result in the wrong customer strategy.
I guess the good thing for us at Vox is - opportunity abounds.
How to not run the Boston Marathon
Author: Bill Cusick
April 20, 2005
Sorry for the delay between posts, but I’ve been out of commission for a few days. I ran 24/26ths of the Boston Marathon on Monday. I’d run the storied road race last year and was unhappy with my time, so I thought I’d give it another go this year. While my training around the flat prairie lands of Chicago was marginal over the winter, I was shocked to discover that the hills had actually increased in size in beantown.
The day was hot, and I was getting warm, then steamy, then whatever you are when the lid blows off the top of your head. I remember passing the mile 23 marker. Next thing I knew, the good people at Beth Israel Hospital were telling me that I had actually gotten past 24 before the lights went out.
I was in a painful fog for about two hours as they tried to get my body temperature down from just over 105 degrees. After a bit I started seeing through the mist, and they thought I could go home in a few hours.
Then I passed out again. It’s a strange experience to wake up a second time in the space of a few hours with three or four people in scrubs staring down on you. You start questioning where the dreams start and end.
So the kept me overnight. The folks at Beth Israel were fantastic, and, you know, kept my organs functioning and stuff, so much thanks to them.
Still, I didn’t mind leaving the next morning.
Next year, April 19th, Patriots Day in Boston, I know where I’ll be: somewhere on a couch.
There are always triathlons.
Dinner and a show (sort of) on the high seas
Author: Bill Cusick
April 6, 2005
Went on a cruise over the weekend. By the way, anybody remember the Love Boat? Of course we do. Remember Bert Convy? Yeah, I won’t admit it either. Talk about a petri dish of customer experience opportunities! Marti and I had never been on a cruise, and I hadn’t really been too keen on the concept. I attended since I am part of a professional group, they were going for business and pleasure, and I didn’t want to be a party pooper.
My overall ratings for the cruise were: general customer service - 9 out of 10. Most employees were relatively cheerful and attentive, there was always someone asking me if I wanted a drink when I was out near the pool, and our "stateroom" was cleaned each day. The accomodations rank about a 7. It was a big boat (12 decks) with a casino, nine bars, a live theater and a mall of sorts in the middle of the whole deal. With all that, I was a bit underwhelmed. One wasn’t allowed to run on the "track" for most of the day. The basketball hoop dangled at an angle, the blackjack table seemed rigged.
As for the food, all I had heard prior to the cruise was how much I’d love the food. Food rates - 5. And I’m being generous. Some of the food was just bland, some seemed old, and I had a lunch that was simply inedible. As for the shows, I’m not really a "show" guy, so I’m not going to give it a rating. They had stage shows. Take that for the positive or negative it respresents to you. I only saw the "adult" comedy show in the Chorus Line lounge. So I don’t know if I’ll be back. Bad food, some lame shows. Still…nine bars.
You’re probably wondering if I’m going to tell you the cruise line so you can avoid it. I’ll think about it. Stay tuned.
