Shop by Appointment? Consumers Say, Maybe So!

Customers today seem to be busier and more time-sensitive than ever. We live by our calendars and that includes figuring out exactly when we can fit in that shopping time. This may translate into a new realm for retailers as customers are starting to explore shopping with precision – that means by appointment.

Shopping “by appointment”–in other words, setting a specific day and time to arrive at a store to receive personal attention from a sales representative–can allow your customers to efficiently fit in shopping on their own time, by their own schedule, while receiving the personal attention they want. Think about how this might work in a jewelry store or when shopping for a new computer, television, or other high-ticket item.

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How to Loop Customer Feedback into Your Queuing Strategy

Footfall and queuing analytics systems are fantastic – even transforming how we service customers. With highly accurate people counts, real-time alerts, and so much more, analytics systems now include powerful tools to better understand what customers are doing in order to meet their needs moment to moment. But do these tools really help you meet your customers’ needs accurately? How do you know? If you’re not including the customers in the conversation, you may need to revise your strategy.

Technology can provide data, even highly useful data. With today’s queue management technology solutions, managers are able to track and react to the KPIs they believe are important. But what if customers disagree about which measures make a difference? How many people are circulating through the queue may be a helpful measurement to management, but it’s less valuable if what people care about most is what they feel while they wait.

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Footfall Analytics Meets the Customer Experience

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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