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