Jim is A Retail Consultant and runs his own company “Business & Market Development Ltd.”
Managing Queues is a science. You have to understand how customers perceive queues to be able to manage them smoothly. With increasing pressures on time, customers are becoming wary of queues, and try to avoid them. Keep your fingers on the pulse of queues, and find out why customers react to queues the way they do, and check out the diverse technologies that can help you deal with the psychology of waiting time efficiently.
Every day, millions of customers wait in line, from driving to work to checking out at a retail store. True reality about waiting lines- pervasive and unavoidable! Given the dynamism of business and competition today, a customer waiting customer is potentially a lost customer.
Customer wait time is primarily affected by the poor design of waiting line system. A waiting line system, which is also referred as a queuing system is made up of customers and the service system. Understanding the pitfalls of poor customer satisfaction which results from long queues is essential for any customer experience professional.
Standing and waiting to be served is no longer an option for today’s fast paced customer. Numerous service centers and environments are transforming their customer experience by adopting a virtual queuing system to mange long waits.
Steve Jobs, is an icon who achieved worldwide recognition due to his focus on design which is visible in Apple’s brand identity and the company’s high level of sophistication in its product portfolio. On one occasion he quoted “Design is not just what it looks like and feels. Design is how it works”.
To state, design is reflected in everything we do in our daily life is not new. Objects, scenarios, interactions are all included in this idea, although it is normally associated with aesthetic appearance.