7 Resolutions for a Better Queuing Experience in 2017

There’s nothing like a brand new year to assess what can be even better. As we gear resolutions toward quality improvements, it is essential to keep customers in mind. Shorter waits along with more interesting and convenient queues can turn the dreaded experience of waiting into an enjoyable one your customers appreciate. Improving your queue experience can also offer benefits related to efficiencies, maximizing sales, and even building customer loyalty. Below are seven resolutions to consider as you take your queue to the next level this year.

1.   Keep Customers in the Know

Known waits feel shorter than unknown waits. So don’t keep customers guessing about how long they’ll be waiting in your line. Whether you’re operating a virtual queue or your customers are standing behind a line of customers, let them know what the estimated wait time actually is. You can keep customers informed via signage placed in the line or through your mobile app or virtual queuing system. They might be surprised to find what looks like a 10 minute wait is really only 5. By keeping them from guessing, customers are less likely to overestimate how long they’ve been waiting or will need to wait, and are more likely to see their purchase through.Continue Reading


5 Queuing Solutions Your Customers Will be Thankful for

No matter what the location, long holiday queues can be the least enjoyable part of the whole season. By incorporating a few proven solutions, even with a big turnout you can keep your queue moving efficiently and keep your customers thankful and happy, maybe even coming back for more. Below are some ideas to create and maintain a positive customer experience throughout your queue.

1. Virtual Queuing

What could make your customer more thankful than being able to avoid the physical act of waiting line? Queuing technology today includes virtual queuing solutions where your customers can register for a place in your “virtual queue”, wait where they choose or continue shopping, and receive a convenient ‘call forward’ text or audible signal when it’s their turn to be served. With virtual queuing, customers avoid having to stand in line and gain more shopping or free time.

Continue Reading


Boo! Top 10 Scariest Queue Management Mistakes

This busy season, make sure you’re not making any of these frightening mis-steps in your queue management system. Any of these mistakes could be enough to scare your customers away.

1. Failing to Keep Customers Occupied While They Wait

Do not expect customers to endure a long wait without any engagement. Field studies show that customers who wait in line without communication or engagement experience longer perceived wait time and are more likely to abandon the line. Digital signage and interesting merchandise can distract and engage customers during their wait, reducing perceived wait time and potentially even generating impulse sales.

2. Merchandising That is Too Much, Too High

Piling it high might sound like a good in-queue merchandising strategy but no customer wants to feel like they’re “stuck in line.” Check your queue for gondolas that are simply too tall for your patrons. The last thing you want is for your customers to feel like they are in a tunnel or worse yet, a trap.

3. Leaving Wait Time to Chance

There’s no need anymore to have long lines linger or for peak times to take managers by surprise.  Today’s queue management technology allows managers to use real-time analytics to monitor when wait times approach unacceptable limits. Set wait time goals and use today’s tech tools to help you meet or even exceed them and keep customers happy too.

Continue Reading