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4 Awesome Outcomes of a Well-Planned Queue

It can’t be emphasized enough that your queues/waiting lines are critical junctures in the customer experience. Business is quite literally won and lost when you ask customers to wait in line. Even a few minutes can make or break brand loyalty and a lifetime of sales from each customer.

Consider these statistics:

  • A majority of customers (80-90%) would leave for another retailer just to experience a shorter checkout queue. (Romsey 1992)
  • People overestimate how long they’ve waited in a line by about 36 percent (NY Times)
  • Half of customers will purposely avoid a brand in the future if they must wait longer than 5 minutes. (Wall Street Journal)
  • Customers are likely to abandon a queue after only 2 or 3 minutes if it’s not moving fast enough. (Wall Street Journal)Continue Reading

4 Hospitality Queuing Tips to Create a VIP Guest Experience for All

 

Success in the hospitality industry is about far more than just filling seats and beds. Success today requires a holistic approach to treating each guest like a VIP. The baseline today may be more comparable to a gold standard in years past. And for guests who truly are your best, most loyal customers, you must ensure you can identify and reward them accordingly with service above and beyond what is expected.

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Waiting for Treatment: How to Optimize Your Patient’s Wait Time Experience

Nobody ever likes to wait. But when you’re sick, hurt, or otherwise suffering, the wait becomes far less tolerable. For front-end staff at hospitals, clinics, and doctors’ offices this presents one of the toughest challenges of all.

Caring staff members know patients don’t want to wait, and they have to send them to the waiting room day in and out. Intake staff often struggle to find ways to balance a full patient load and a high quality of care, while also bearing in mind the overall patient experience (which includes the dreaded wait time).

With this complex puzzle there is no easy answer. However there are proven ways to improve the waiting experience, and we believe the right answer has two primary components:Continue Reading