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Impulse Buys at Checkout Time Increase More than Bottom Line

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Did you know: 65% of retail sales are impulse purchases? While not all of those impulse buys occur at checkout, the queue does represent an undeniable opportunity to use merchandising to boost impulse sales. And more. It’s much more than that. Beyond sales, these in-line, last-minute purchases enhance the customer experience and cultivate happier customers.

Below are some considerations worth factoring in as you build or refine your queue system, including ways to influence the impulse.

Customer Delight

When a customer waits in a queue, their experience matters. The more you are able to engage your customer in a positive, even pleasurable experience, the shorter the perceived wait time can be. You can create an enjoyable sensory experience with visuals (think colors and textures), sounds, and even scents that will disrupt the moment and generate interest and distraction.1 68% of customers who leave a queue do so because they feel you don’t care.2 Cultivating a positive experience promotes the feeling of being cared about and can deepen customer loyalty.  If shoppers choose one or more additional items to purchase while in the queue, those pleasurable feelings will be reinforced with positive associations each time they see or use those products.1  Place products with delight in mind.

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How to Make “Checking Out” a Great Time to “Check It Out”

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We’ve written a lot on this blog about the role of in-queue merchandising and how it can turn the dreaded waiting line into a more enjoyable and profitable one. This win-win is possible when you give customers something to check out while they’re checking out!

Customers can come to anticipate and enjoy waiting in line as a time to discover new products for which they weren’t even shopping. And considering 65% of retail sales are driven by impulse shopping, your queue can become a robust profit center with merchandising in place.

Once the basic structure of your line is organized for maximum efficiency and productivity, you can focus your attention on delighting customers with compelling products, information, and entertainment – in essence, designing their queue shopping experience. Keeping customers occupied through shopping while they wait gives you a chance to direct their attention to new products, sale items, complementary products or other items that you want to promote. It’s also a great time to reinforce your brand. Make sure customers witness the quality of your products and customer service all the way through the line, because while they shop they are also checking you out.

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6 Queue Management Technologies Every Business Should Consider [Infographic]

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A recent study found that half of all customers will avoid a business if they have to wait too long. Thus, the successful management of your queue can translate directly into the success of your business. Today’s technology is available to help you create efficiencies, to enhance the customer experience, and to monitor what is working or not, so your queue can work well for your business and your customers.

Queue management technologies have the built-in power to lower wait times, increase staff productivity, and even rid your business of a physical waiting line. Our newest infographic highlights 6 of our favorite technologies, showing how they work and why you should consider integrating each into your queue.

Check it out here:

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