Inside the Service Bubble
0 comments | 1015 reads “They always seem very cooperative to me,” said one physician. “I cannot believe Ms. Jones actually cursed out the receptionist,” reported another, “She was so friendly when I did her examination.” The doctors gathered in the break room of the hospital were surprised to learn how many of their patients were unhappy with the service from the clinic.
Then, they learned about the service bubble—a place where customers stop being normal customers and become frightened, obedient and dependent. Smart doctors call it the “white coat syndrome”—the condition that can cause blood pressure to be many points higher in the office than it was minutes earlier in the parking lot! When the physician enters the service bubble with the patient, the patient’s anxiety can extinguish their fury about service…momentarily. In the hands of a person with control over their health and well-being, they can table their wrath, unloading it later to someone else.
The service bubble is not just a doctor phenomenon. It can occur with any service provider who relies on specialized expertise the customer does not share—an accountant, attorney, computer tech or auto mechanic. In their expert hands, the customer can feel vulnerable and momentarily dependent. Granted there are customers who confidently chastise their brain surgeon when the examining room is a bit too chilly. But, many customers in the service bubble tend to table their otherwise feisty side and replace it with deference or compliance to the hands of someone dealing with an aspect of their life they view as super important.
Do you have service bubble? Are there places in your delivery of service where your customers act differently than normal? Where their view of you is so altered by their apprehension or uncertainty that they muzzle their capacity to be candid? No?
So, be a customer for a moment and examine your potential service bubbles. How likely are you to be brutally honest with the head of an internal unit with lousy service assuming that person was several rungs above you in the picking order? Were you completely candid with all your teachers or professors in school? How about that vendor who is the sole-source supplier of something crucial to your success?
You may be surprised to learn there are circumstances similar to the doctor-patient bubble where some customers can be timid, reserved, or cautious. How can you eliminate service bubbles and promote customer candor all the time?
Chip Bell
- About Chip Bell |
Connect:
- 1015 reads
0 comments »
Join the conversation!
MarketPlace
Boost Customer Satisfaction & Loyalty at SCORE 2013
[May 29-31, Boston] Customer experience management (CEM) strategy meets customer operations at SCORE Conference 2013. Topics include driving customer satisfaction and loyalty, employee engagement, customer retention, call center technology and big data analytics. CustomerThink members save $700 off the regular registration fee.
Digital vs. Human Banking Experiences: Can This Be a Happy Marriage?
[June 6] It's time for banking leaders to rethink how to nurture and grow customer relationships in an increasingly digital world. Get the results of a new study that revealed the CX practices of top performing banks. Learn how digital Innovations can enable more personal service.
[June 10-13, Chicago] If you are responsible for the results of your company’s website, social media, ecommerce, web intelligence, data strategy, audience research and/or measurement, then mark your calendar. Customerthink members save 15% off full conference passes with code CTKTO15.
[June 10-13, Chicago] PAW's program will feature over 40 sessions with case studies so you can witness how predictive analytics is applied at leading enterprises. Customerthink members save 15% off full conference passes with code CTKTO15.
Confirmit’s Community Conference ’13 – London and Las Vegas
[June 19-21, London; June 26-28, Las Vegas] Attending CCC ‘13 gives you an unrivaled opportunity to understand and address rapid industry changes and discover new techniques that can drive your business forward. Create a tailored agenda that explains how to overcome the challenges your business faces. Take advantage of excellent networking opportunities and face-to-face discussions with thought leaders.
Global Customer Experience Management (CEM) Certification Program
[Sept 19-20, Amsterdam; Sept 24-25, Sao Paulo; Nov 12-13, San Francisco] An internationally recognized program with proven track record of success - being run for 40 times in 17 cities with attendees from 58 countries, the program is developed based on the U.S. patent-pending Branded CEM Method which aims to drive customer loyalty and brand differentiation with quantifiable business results. Limited offer: USD300 early bird discount.
Customer Experience Certification
[Sept 24-26, London] If you’re developing a customer experience program or want to review your current approach, join other customer experience leaders for this intensive 2.5-day certification. Presented by Medallia, the global leader in customer experience management. Enter code ‘Cthink’ to save$300/£200.
Voice of Customer 2.0: Creating Change Your Customers and Employees Can Believe In
[Recorded April 25] Despite good intentions, in the majority of companies Voice of Customer programs contribute little to business success. Join us to learn the secrets to capitalize on Customer Experience feedback, so you can drive organization actions that will unlock profitable growth.
Get your event or resource listed in the MarketPlace, reaching 200,000 business leaders monthly.
For more information, contact
CustomerThink advertising sales.
Follow CustomerThink
The Future of Work - Please Give Your Input
CustomerThink is collaborating with Chess Media Group in a study about "The Future of Work" including the use of social/collaborative tools. Please take a few minutes to share your input. As thanks for your time, you'll receive a complimentary copy of the report.
Featured Resources
