Putting Data to Work for a Better Queuing Experience

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Across industries, customer data has grown to the point where it’s now a commodity. Many businesses find themselves inundated with data but struggling to find a way to make sense of it and, even more importantly, to act on it.

“The truth is, having a lot of data doesn’t mean a thing. The key to really great analytics is insight. And that’s where a lot of organizations miss the mark.” – Mark DeMeo, AAJ Consulting

For it’s one thing to capture data, but that data becomes an entirely different tool when you can efficiently put it to use. The way forward is through solutions that translate data into real time actions you can take.

Let’s see how this applies to your queue management:
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Footfall Analytics Meets the Customer Experience

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As a manager, you know that what gets measured can be managed. That’s why many businesses have turned to footfall analytics systems to track the influx, flow, and patterns of customer traffic on a day-to-day and seasonal basis. The data you can capture through footfall analytics is incredibly useful for future planning as you can identify opportunities for merchandising placement, better plan staffing schedules, etc., but the real power is when this data can be put to use in real time to directly impact the customer experience. Today’s footfall analytics systems can make this happen.

When you tie footfall data together with your overall queue management systems, you can consistently create a high-quality customer experience, no matter how much traffic is flowing.

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Boo! Top 10 Scariest Queue Management Mistakes

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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.

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