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

How to Improve Queuing in the Public Sector: 3 Keys to Serving More People in Less Time

When planning a trip to the post office, courthouse, DMV, or similar public service organization, people expect to have to wait. How long they wait and the quality of the waiting experience, however, can impact their satisfaction tremendously and cause ripple effects of outward frustration, a stressful public environment, and reduced staff morale.

Research shows a strong correlation between wait times and customer satisfaction. By tending to the length of wait times, or even perceived wait times, managers can improve customer satisfaction while cultivating a more positive service environment overall. A more efficient queue is a sure and fast way to improve multiple performance factors while creating the best experience possible for everyone.Continue Reading


Why Empowering Store Associates is the New Customer Experience

Customer experience has been the name of the game for quite some time. “It’s all about the customer experience!” has been the battle cry of businesses across a wide spectrum of industries, and perhaps most notably in retail. And we absolutely agree. The technologies and solutions you employ should be designed with an eye toward your customers and the experience they have navigating your store or facility environment, and especially your queues.

But customer experience is ALSO about the store associate experience. Why? Because when you empower store associates (or any service employee for that matter) to be more efficient, productive, and engaging with customers, you can immediately impact the customer experience.

So, how can store associates become more empowered in terms of service delivery? Here are some ideas:

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