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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4 Things Queue Managers Should Do At Least Every 4 Years

Just like we re-assess the effectiveness of our country’s leadership every four years, a healthy queue needs some routine assessment to keep it running its best. Below are some reminders of a few key tasks you should tend to at least every four years.

1.    Look for Trends in Customer Feedback

Keeping customers happy over time translates into brand loyalty and client retention. 86% of customers have stopped doing business with a company due to poor service. But only 4% might speak up about it on their own. How do you know if your customers are happy? The simplest answer is: by asking.

It’s important over time to keep your finger on the pulse of what your customers are saying, wanting and needing. By asking directly in the form of a survey or other kind of feedback mechanism, your customers will directly inform you about the success of your products and services, information you can compare with corporate KPIs to make sure you’re on track to successfully serve and retain your customers.

At least every 4 years it’s important to step back and assess what the data is telling you. Regular, ongoing monitoring of feedback is ideal, however taking a higher level look every few years will give a long-view perspective and help build on what’s working and allow corrective action on anything that’s falling short. If you’re not currently conducting some kind of customer satisfaction survey or customer delight barometer, there’s no time like the present.

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Waiting Line Fallout: What Makes Your Customers Leave?

It has been said that customer service is everything. You hear it every day, things like… “Good service is good business,” a quote from Tom Siebel. We all know that without customers, there is no business. In other words, if (when) your customers walk away from your waiting line, your business walks out the door along with them. It’s worthwhile, then, to examine how many customers are leaving your business and why (do you know?), to make appropriate corrections and to do everything possible to ensure the highest level of customer satisfaction you can. Happy clients make for healthy business.

There are various junctures within a purchase journey where customers are served. Historically customers may have tolerated “waiting their turn” at these points, but not any more. Today’s commerce landscape is an on-demand environment and waiting at any juncture can negatively impact how a customer feels served (or not) – whether they feel seen and important or ignored and taken for granted.

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