Studies have widely shown a negative correlation between wait times and customer satisfaction. When wait times are or perceive to be too long, satisfaction declines. Whether you’re responsible for managing the customer journey in a bank, credit union, lending institution, or real estate office, it’s important to understand how customer satisfaction and loyalty might be impacted by the length and management of your queues.
A key to a better customer journey lies in efficiency. And efficiency is gained when your people, processes, and technology are optimized to reduce wait times, increase productivity, and enhance customer satisfaction. How can you accomplish this?Continue Reading