Customer Experience

Easing in-store Customer Journey with Queuing Solutions

By Jim Shields on September, 29 2016

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Jim Shields

CEO Business & Market Development Ltd, has joined Wavetec as an Industry Contributor for Wavetec Blog. Jim would be sharing insights and secrets with us about winning at the retail game. He is an established consultant in the Retail sector. With profound experience in strategy & marketing, brand research & development, store design and refits, and space and merchandise planning, Jim has helped redefine customer experiences at top retailers like Asda, Walmart, The Body Shop, Boots, DSGI, HBOS, J.Sainsbury, M&S, Orange, Tesco & Waitrose.

The in-store checkout process really frustrates!

As the last touchpoint it can taint the whole shopping experience. Research shows that it is a key area of customer dissatisfaction.

In a recent survey more than 9 in 10 respondents said that “fast payment and reduced queue times were critical or valuable to their perception of a brand.”

At the same time it is one of the most cost-intensive operation in stores.


Queues present a great hurdle for brick and mortar stores. Consumers that shop online don’t have to wait in a line to be served whereas lines and waiting times are a chief complaint when customers shop in physical retail stores. 

Combining  a queue management system like an Electronic Call Forwarding Solution  with more flexible checkout equipment can greatly increase speed, capacity and throughput, reducing customer stress and store operational costs and easing in-store customer journey.

Digital signage has a crucial role to play in improving the shopper experience and reducing costs by increasing productivity in the Checkout Arena.

It can provide the analytics and flexible communication to improve customer flow, with clear guidance to put the right shopper in the right queue. Digital screens can also be incorporated into the queuing area itself to help to minimise the perceived waiting time and promote current and future offers.

Gain major benefits in operational savings and customer service improvements by talking to Wavetec's Customer Journey Management consultants today!

 Get in touch with our Consultants today!

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