intelligent queue management guide    

Queuing Strategies for “Small Box” Stores


Population density continues to increase in many metropolitan areas. In turn, the demand for goods also rises. Many big-box stores are recognizing this trend and positioning themselves where the shoppers are. A recent trend report for 2015 states that several of the major retailers have plans to open smaller-format stores in more urban areas. Downsized stores and an influx of new shoppers means that queue management will be more important than ever for these retailers as they seek to maximize throughput, in small spaces, while maintaining a positive customer experience.

Let’s take a look at what queuing strategies these “small box” stores might turn to and what other small-store retailers can also learn:Continue Reading

[Slideshare] How to Use Technology to Improve Your Waiting Lines

slideshare intelligent queue management

68% of customers have left a business because they don’t feel cared for (according to Rockefeller Corporation) and U.S. businesses lose an estimated $83 million in sales every year because of poor customer experiences (according to a Genesys Study). So it’s easy to understand why businesses are focused on optimizing efficiency and improving the experience throughout the customer service lifecycle. The waiting line can be a critical point along this journey. Kinks can easily disrupt or halt an otherwise positive customer experience.

Our latest slideshow presentation offers top practices and compares technologies that can help you better manage your queue. You’ll discover how companies across industries – from transportation to retail to amusement parks – are using intelligent queue management and learn how to build a business case for your own adoption of technology.

Check out the slideshow here:

Brick-and-Mortar: It’s Baaaack

in line merchandising

Retailing Today recently highlighted five key trends to watch this year. One trend that caught our attention is the idea that brick-and-mortar is “reasserting its importance as a vital part of retail commerce.” Of course we’ve always recognized the value of physical store locations and the role they play in the customer experience, but it is also easy to believe the hype and feel the near-panic of recent years around the idea that e-commerce might render brick-and-mortar obsolete.

Despite the astounding growth of e-commerce sales, Retailing Today reports that it is not overtaking the role of physical stores. Instead, e-commerce and the focus on creating an omnichannel experience for customers is highlighting the role and importance of stores as a critical component of the customer experience.

Stores still hold a commanding lead for how consumers prefer to shop. A recent study by A.T. Kearney found over 90% of shoppers surveyed would prefer to shop in a brick-and-mortar store. And 93% of all retail sales are expected to come from physical stores this year.

If retailers are indeed taking a more balanced view of e-commerce and brick-and-mortar as it relates to creating an omnichannel experience for customers, what does this mean? And what role does queue management play?

We think there are a few key points to consider:Continue Reading