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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How to Loop Customer Feedback into Your Queuing Strategy

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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

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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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