In today’s world, queues are everywhere and so are the huge, serpentine waiting lines with lots and lots of people (customers, some of them new) waiting to be served. For a customer like me, this “forced wait” often comes with many other collaterals like an overdue parking ticket or a desperate wish to use this time for picking up some groceries, do the dry cleaning or simply grab a cup of coffee instead.
But honestly, who cares? Or, put in another words, do brands really care? They do setup a big waiting lounge, put a split window AC, sometimes even put a couple of PS3 or XBox, have the same (boring) music on their customer service lines and think that their customers are having a good time! What they fail to understand is that “Waiting time is the single most important factor in customer satisfaction”.
It doesn’t take long to create a negative impression. After about five minutes of waiting, a customer’s perceived waiting time is at least twice the actual waiting time. A study conducted a few years ago, suggested that US businesses lose an estimated $83 million in sales annually due to poor customer experiences.
Again, my question is, do brands really care? Because its the customers who control what they perceive and that it does not take long to create a negative impression, often through word-of-mouth; the brands have to care about it. In most of the cases, its the small steps taken by these brands that matter to their customers. While I prepare myself for another post, I recommend you to watch this video about how Qtip.me works and have some food for thought.
Information sources: Harvard Business Review, Why we buy by Paco Underhill, Customer Dissatisfaction Study 2006, Lavi Industries – Customer satisfaction blog
At Codemenders Oy we are all about customer satisfaction, something that is easier said than done. There are so many topics about customer service one could talk about. This is the intro to a series of articles regarding customer service and satisfaction as well as how the focus on better customer service can increase productivity, revenue and of course the amount of customers. These articles are made out of passion for our field. They should stimulate thoughts of customer service managers, personnel and decision makers about how important these topics are, and give them ideas on how applying parts of those to their business model and customer management strategy can bring in positive results.
One of the focus points in this series will be queuing. For several reason: all over the world people queue in banks, hospitals, stores, restaurants, public offices. 60 percent of customer satisfaction comes back to queuing or waiting. It affects everything: from brand perception to sales volumes, social media posts of customers, resource management and what not. Companies in the United States lose an estimated $80 billion in sales annually due to poor customer experiences. It does not take long to create a negative impression, especially when after five minutes of wait, a customer’s perceived wait time is twice the actual time. Most of the customers actually abandon the queue if it is not moving fast enough.
Waiting in line has became a national pass-time in Finland. It is so normal that every business owner and manager thinks that there is nothing that can be changed. With the the last two decades of mobile technology development and the increase of smart phone and devices, companies and offices have the possibility improve the customers experience and get more business intelligence.
So enjoy the upcoming articles that should cover topics such as:
- Customer personality and customer focused service
- Customer satisfaction
- Customer satisfaction metrics
- The customers brand reception
- Your customer’s feedback
- How Queues can actually support your branding
- Competitive advantages with better customer service
- Using branded apps for partner boosting (sales or campaigns)
- Using queuing app for the customer entertainment to keep the customer returning later on
- As well as identifying bottle necks and managing resources better
- And how customers social media action have an effect on your business
Yes. Queues are everywhere. And they are boring. And they consume lot of time (for both, staff and consumers). And they take a lot of resources. And their most common side effects are: Reduced customer loyalty, Poor customer service experience, Demotivated staff, Increase in operational costs. Not that businesses don’t know about these, but it looks like, they forgot. With this post, we thought to remind them that a simple step towards improving customer experience goes a long way in maintaining the brand’s presence in the market.
Please note, our email support has limited service during Easter holidays. All support queries received during this time will be attended after the holidays. This means that our response time would be longer than expected. Don’t worry, we will still be reading our emails and all urgent issues will be dealt with priority.
March 25: 09:00 hrs – 15:00 hrs EET
March 26: 09:00 hrs – 12:00 hrs EET
March 27: Closed
March 28: 09:00 hrs – 12:00 hrs EET
With best wishes,
This autumn, we are proud to announce some exciting new features in qtip.me, that are tailored to enhance your interaction with your customers and improve their confidence in your brand and customer service!