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

Putting Data to Work for a Better Queuing Experience

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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3 Takeaways from Retail’s Big Show NRF 2017

This month, retailers converged on New York for Retail’s Big Show. And big it was. Having attended the show for many years, I can say that this felt like the biggest and most energetic yet. It seemed that vendors and retailers are beginning to really embrace the ‘new normal’ of operating in a world saturated with cloud technology, brick-and-mortar shakeouts, and higher-than-ever shopper expectations.

How these realities translate to business offerings and strategies was interesting to observe at NRF 2017 and resulted in some key takeaways:

1. Data is (officially) commoditized.

At this year’s event, there were an almost endless number of solutions offering data in the form of people counting and footfall analytics. From cameras to sensors to mobile tracking, retailers have many options available to count and track shoppers as they move in, around, and through their stores.

All of this data was enough to make one’s head spin. The solutions that really stood out were ones that provided a simple way to automatically turn big data into actionable, real-time results. It’s one thing to capture data, but it’s much different to put it to use, and I’m proud to say that our suite of Qtrac technology solutions passed the test with retailers. Through live, in-booth demos, we showcased the real ways that Qtrac can optimize service delivery, increase efficiency, and ultimately improve the customer experience by using big data and analytics to automatically affect real-time changes in the store. Continue Reading