4 Clear Cut Ways to Keep Wait Times and Service Rates on Track

Customers will only wait so long. And service agents can only work so fast. So, what’s the formula for keeping wait times in check and service rates moving along at a productive rate? Even knowing that customers arrive at often unpredictable rates and transaction times can rise and fall in often unpredictable ways, you can optimize your success with the right analytics at your fingertips. When it comes to queuing, footfall analytics can provide the insight you need.Continue Reading


Queuing for the Entertainment Industry: 4 Ways to Keep Guests Engaged

In the era of social media, customer reviews impact all businesses. Event venues, sports stadiums, museums, performance centers, theme parks, and other entertainment businesses are not exempt. In these venues, there is a high bar to reach when it comes to the guest experience and a high price to pay for a poor one. After all, the entire reason guests come to venues like these is to be entertained. When that experience is bogged down with poorly managed crowds, slow-moving queues, or a disorganized flow of foot traffic, the desire to return is diminished and a poor review can have far-reaching consequences.Continue Reading


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